Job: Help Desk

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Job Title Help Desk
Category Data Entry, Technology & Web
Job Information

The role of the Help Desk 1 is to provide the first line of support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Receives all calls and e-mails regarding customer requests for technical support and/or informational request. Documents, tracks, and monitors the incidents/problems to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field.

  • Incident recording using the Enterprise Incident tool of record (i.e., Remedy)
  • Incident Classification
  • Incident Prioritization
  • Incident Escalation within the team and/or outlined escalation methods
  • Performs first call resolution for Tier 1 and basic Frequently Asked Question (FAQ) items
  • Use Knowledge base to support Tier 0 and Tier 1 calls
  • Perform CMDB verification

Required Qualifications

  • High school diploma and 1+ years of experience performing help desk, response team, or administrator related duties
  • Strong customer service, communication, and writing skills resulting in high customer satisfaction
  • Attention to Detail
  • Incident Management Tools
  • Office Automation knowledge
  • Basic computer configuration management database knowledge
  • A+ Certification
  • Enterprise support to national intelligence customer- compute or storage knowledge

Preferred Qualifications

  • Experience with basic AD/Exchange administration highly desired
  • Familiarity with Remedy highly desired
  • Logical and methodical approach to problem solving
  • Prior IC Help Desk experience

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