Help Desk Operator

NANA Regional Corporation-posted 9 months ago
Full-time
Onsite • Suffolk, VA
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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Akima Systems Engineering (ASE) is seeking a skilled Help Desk Operator to join our team. The ideal candidate will provide expert customer service and technical support to resolve issues, establish accounts, and track trouble tickets. This role requires excellent communication skills, strong analytical and problem-solving abilities, and the ability to analyze data to identify trends and issues. To join our team of outstanding professionals, apply today!

  • Provides expert customer service by interfacing with customers to understand and resolve their issues, maintaining a customer-centric approach to ensure high satisfaction levels.
  • Assists customers in establishing new accounts and managing existing ones.
  • Ensure all account-related issues are resolved promptly and accurately.
  • Manages trouble tickets from initiation to completion, leveraging checklists and system expertise to troubleshoot and resolve issues promptly and effectively.
  • Provide analytical products based on trouble ticket reports to identify trends, issues, and utilization rates, proactively analyzing data to pinpoint potential issues and areas for improvement.
  • Maintains detailed records of customer interactions, issues resolved, and account changes. Generate reports on common issues and suggest improvements to enhance the customer support process.
  • Works closely with the IT and development teams to address recurring issues and implement system improvements.
  • Communicates technical information in a clear and concise manner to non-technical users.
  • Secret Clearance.
  • Experience in a help desk or technical support role.
  • Familiarity with troubleshooting common technical issues and using help desk software.
  • Excellent verbal and written communication skills.
  • Strong organizational abilities with attention to detail.
  • Must be a U.S. Citizen and able to obtain and maintain a U.S. Government Security Clearance.
  • Bachelor's degree or higher in Information Technology, Computer Science, or a related field.
  • TS Clearance with SCI Eligibility.
  • Relevant certifications such as CompTIA A+, ITIL, or Help Desk Institute (HDI) certification.
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