Help Desk Support I

Location
Washington, DC
Posted
Jan 12, 2021
Closes
Jan 14, 2021
Ref
8909
Hours
Full Time
Clearance Required:

Public Trust

Education Required:

HS/GED

US Citizenship:

ul,p {width:100%;}
Why MIL?

MIL is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you.

Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Some of our most recent awards include:
  • 2020, 2019, 2018, & 2017 Top Workplaces Award, The Washington Post (Washington, D.C.)
  • 2020, 2017 Top Workplace Award, Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine (South Carolina)
  • 2019 & 2018 Certified Great Workplace, Great Place to Work®
  • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
  • 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference.

Summary

The MIL Corporation seeks a Help Desk Specialist (Tier I) to support a Federal Government client at one of our Washington, DC locations. The Help Desk Specialists will provide support for 2000+ end users.

Responsibilities
  • Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into Incident tracking/ticketing system
  • Provide telephone, email and remote support for end users of a proprietary application (government application that supports the general public), performing problem analysis and troubleshooting, as well as guidance/instructions in relation to the application in order to resolve incidents within service level agreements and agreed upon metrics across all Tier levels
  • Provide telephone, email and remote support for internal users of the proprietary application (i.e. government employees that are processing “cases" that have been entered into the application). Performing problem analysis and troubleshooting, as well as guidance/instructions in relation to the application in order to resolve incidents within service level agreements and agreed upon metrics across all Tier levels
  • Provide telephone, email and remote support for internal users of general IT hardware and software. General hardware and software support will be provided on at Tier I, documenting the issue and performing initial triage, applying any available Tier I processes or procedures to attempt to resolve, and escalating the ticket to Tier II/III if there is no resolution at the Tier I level.
  • Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II/III as necessary (for internal or external users)
  • Determine priority based on problem information and documented guidelines
  • Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members
  • Consistently apply customer service best practices
  • Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)
  • Verify with the customer the problem has been resolved before resolving the ticket

Required Qualifications
  • Very good customer service experience
  • Great attention to detail
  • Excellent written and verbal communications
  • Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
  • Familiar with Windows 10
  • Familiar with Microsoft Office applications
  • Must be able to obtain a Public trust clearance

Desired Qualifications
  • Associates Degree in Computer Science, Engineering or a related technical discipline
  • Bachelors Degree in Computer Science, Engineering or a related technical discipline
  • HDI Support Center Analyst certifications
  • Comptia A+ certification
  • ITIL foundations certification
  • Familiar with ITSM systems, including the ability to document, and track issues using a ticketing system

Education

HS/GED

Clearance

Public Trust

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Similar jobs