Help Desk Specialist
C2 Essentials - mclean, VA
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The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users. All candidates must be able to undergo a federal background investigation. 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 EOE M/F/Disability/Vet
Created: 2024-10-15