Job Description
Help Desk Specialist to support a Federal Government client at our Washington, DC 20005 location. The Help Desk Specialist will provide support for 5,000+ end users.
Responsibilities
* Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into ServiceNow Incident tracking system
* Provide telephone, email and remote support for 5,000+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics
* Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary
* Communicate with the end user regarding their incident, through their corresponding ServiceNow ticket
* 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
Minimum Requirements
2 years of help desk experience
* Very good troubleshooting and problem-solving skills with desktops, laptops and Dell PC's
* Great attention to detail
* Very good customer service experience
* Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
* Experience with troubleshooting network printers
* Knowledge of Windows Operating Systems, Windows 7
* Knowledge of Networking
* Experience with Microsoft Office Suite
Desired Qualifications
* Associates Degree in Computer Science, Engineering or a related technical discipline
* Security +, A+, MCTS, MCITP certifications
Education
HS/GED