Help Desk Specialist - Tier 1

Synectics for Management Decisions Inc
Washington, DC
Jan 25, 2022
Jan 27, 2022
Full Time
We are seeking three (3) Help Desk Specialists to join our growing team. The individual will become part of the Infrastructure and Operations Team for a large federal agency in Washington, DC.Responsibilities:Provides Tier software and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first tier technical support issues for end-users.Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.Manage and monitor problem tickets, analyze incidents and determine support required.Resolves problems or contacts more senior technical support as necessary.Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.Interacts with other team members, such as network and system administrators, software engineering, and/or applications development to restore services and/or identify and correct the core problem.Establishes and maintains comprehensive records of work performed.Produces reports for a wide variety of purposes.Provides feedback or issues for team knowledge database.Required Skills and Experience:2-3 years' experience working on a project IT Help Desk or IT Call Center with an understanding of how to answer, resolve, and/or escalate a customer ticket.Experience with receiving (Phone, Email, Live Chat) and annotating call information in the ticket system.Proficient with ServiceNow ticketing toolKnowledge of MS Office Suite and SharePoint.Excellent communication, customer support, critical thinking, and problem-solving skills.Take decisive action and anticipate problems; escalate to Tier 2 or Supervisor to resolve client issuesAbility to understand new application workflow to guide and provide effective client supportStrong work ethic with a sense of commitment and accountability, ability to build professional relationships with honesty and integrity.Desired SkillsExperience working in ITIL-based quality control environments; ITIL CertificationEducation:Minimum High School DiplomaClearance RequirementsAbility to obtain and retain a Public Trust ClearanceSynectics is an Equal Opportunity Employer. We offer a competitive salary and an impressive full benefits package that includes employee medical and dental, 401k, company paid life and short/long term disability insurance and paid leave. along with an environment that supports professional development and growth. Our hiring process is 100% online.

Similar jobs