News Article

Help Desk Support Specialist

Aug 04, 2017

U.S. citizenship is required.
All candidates must be able to obtain a Federal background clearance.

Summary:
Help Desk Specialist needs to demonstrate the ability to troubleshoot, communicate, and solve issues over the phone. Responsible for providing end user support. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Documents, tracks and monitors the problem to ensure a timely resolution. Ability to complete multiple simultaneous projects in a timely manner. The goal is to make sure that customer value is maintained to the standards set forth by the company. Must have excellent customer service.

Shift: 6:00 AM – 2:00 PM, 1:00 PM – 10:00 PM and weekends.(must be flexible to work between these hours).

Primary responsibilities:

  • Answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests
  • Ask questions to determine work assignment queue
  • Monitor customer requests arriving via email for customers seeking help, by completing a ticket in the ticketing system and processing the request
  • Serve as the single point of contact to the customer’s end users for related issues, problems and requests
  • Track, route and redirect problems to correct resources
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Walk customer through problem-solving process
  • Coordinate, monitor and respond quickly and effectively to all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client’s service partners for escalation and timely issue resolution
  • Provide helpdesk support and resolve problems to the end user’s satisfaction
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Receives and prioritizes issues and forwards using appropriate escalation procedures
  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
  • Special projects may be assigned and an opportunity to work, based on ability to meet and exceed performance benchmarks
  • Recommended procedure modifications or actively contribute to ongoing process improvements
  • Assist Service Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks
  • Perform IT Service Desk services as follows:
    • Unlocking user accounts and resetting passwords
    • Resetting mail and other applicable system passwords
    • Coordinate service request for two factor authentication tokens used for Remote Access
    • Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact
    • Appropriate procedures will be followed for after-hours contact
  • Document internal procedures
  • Assist with onboarding of new users

Help Desk Specialist Qualifications:

  • Ability and desire to provide excellent customer-service to internal and external customers
  • Knowledge of software and operating systems.
  • Working knowledge of MS operating systems and applications
  • Ability to do analysis of existing systems
  • Proficient in MS Office Suite of tools.
  • Highly organized and ability to work independently.
  • Familiarity with Information Technology Infrastructure Library (“ITIL v3") desired

Education:

  • Bachelor’s Degree in Computer Science or equivalent work experience

OmniSystems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.