Help Desk Specialist -Mid

Halvik

4d

About The Position

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!
Role and Responsibilities
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides Tier 2 or Tier 3 support to include deskside support.

Requirements

• Minimum AS/AA degree (or equivalent), related industry certifications (e.g. ITILv3)
• Minimum 3 years of experience in a related field
• Salesforce end-user support experience
• Email to Case and case management in Salesforce
• Experience supporting both internal and external users

Nice To Haves

• Experience Cloud (Community Cloud) user support
• Federal grants domain familiarity
• Screen sharing and remote troubleshooting skills
• Account and contact duplication resolution experience
• User provisioning and deactivation procedures

Responsibilities

• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides Tier 2 or Tier 3 support to include deskside support.

Benefits

• Company-supported medical, dental, vision, life, STD, and LTD insurance
• Benefits include 11 federal holidays and PTO
• Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees