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Vacancy: Help Desk Specialist

The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.

United States Citizenship is required by our client for this position.

All candidates must be able to undergo a federal background investigation.

The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.

Duties include:

  • Provide phone and email support to users
  • Employ the Help Desk module of the website to track and manage help desk tickets from users
  • Provide Tier 1 and Tier 2 support to users and escalate Tier 3 issues
  • Provide documentation support for the website application
  • Contribute the development of training videos, as necessary

Experience and Education:

  • Performs work under general supervision
  • Handles complex issues and problems, and refers more complex issues to more experienced staff
  • Experience providing help desk support, including troubleshooting user issues
  • Working knowledge of Microsoft operating system, Windows environment, and web applications
  • Requires bachelor's degree
  • Requires at least 5 years of experience

Expertise (Required):

  • Strong customer service skills
  • Excellent communication skills
  • Excellent analytical and troubleshooting skills
  • Ability and desire to provide excellent customer service to internal and external customers

Additional Expertise (Desired but not mandatory)

  • Grants management

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