Junior Help Desk Specialist FEi is a leading IT company specializing in Federal and Local Government data system solutions. For the past decade we have maintained a leading position in providing programming and consulting services in our primary areas of expertise- Behavioral Health Data Systems, and Clinical Trials Software Solutions for institutional systems of care. At FEi Systems, we recognize that our employees are an important part of our success. We promote a team environment where all employees have the opportunity to achieve professional and personal success. Currently FEi is looking for highly skilled, self-motivated and creative individuals to join our talented team of experts. FEi is an equal opportunity employer that believes in growing and promoting a diverse work force. Our employee compensation and benefits package is competitive within the industry and is designed to help employees meet varying needs throughout their careers and lives. If you're looking for a rewarding work environment that will challenge your mind and expand your horizons, then joining the FEi team may be right for you. Job Summary As a Junior Associate Help Desk Specialist, you are expected to operate as a member of the Production Support team which is the primary point of contact for technical, navigational, and training assistance for customers and users of the LTSS system. The Junior Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. Principal Responsibilities Provide client support and technical issue resolution via email, phone, web-based feedback Learn and understand client workflows and functionalities within complex programs Troubleshoot research potential issues Follow documentation escalation procedures for all contacts within the ticket tracking system Required Skills Minimum of one year of experience in a fast-paced, customer service-oriented position that required written documentation of interactions Excellent customer service, critical thinking, and written verbal communication in English Must be adept at balancing shifting priorities and time management Ability to understand and explain technical information Minimum typing speed of 60 WPM with high accuracy Preferred Experience Previous experience in usertechnical application support or training Knowledge of the principles and processes for providing customer and personal services Experience with help desk ticket tracking tools and workflow Primary Location United States-Maryland-Columbia Full-time salaried employee with company benefits NOTICE EOAAVEVRAADisabled Employer - Federal Contractor. FEI.com, Inc. participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems Affirmative Action Program that relate to Section 503 (Persons with Disabilities) andor Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems normal business hours.