Help Desk Specialist
About The Position
The full-time Help Desk Specialist is an onsite position responsible to perform a wide variety of tasks in support of the Help Desk. This position assists in the development of workflow processes and troubleshoots issues via the telephone, or email. Also assists in root cause analysis of trouble tickets and program issues. Analyzes individual situations and takes appropriate action to ensure customer satisfaction. The Army Training Aids, Devices, Simulators and Simulations (TADSS) Maintenance Program (ATMP) provides maintenance, operations, and support for the U.S. Army's training devices. The program helps the Army maintain its training fleet, which includes live-fire ranges, simulators, and instrumentation system.
Requirements
- Excellent customer service skills
- Excellent written and verbal communication skills
- Excellent organization skills
- Problem solving skills
- Ability to work with general supervision
- Ability to work a flexible, rotating schedule, to support a 24 hours per day, 7 days per week, 365 days per year (including February 29 in leap years); constantly without interruption
- Ability to arrive to work on time for all scheduled work days or provide advance notifications for changes
- Strong knowledge of Microsoft Office (Excel, Word and PowerPoint)
Nice To Haves
- 2 years of Contact Center/Help Desk or customer service experience
- Previous ATMP help desk experience
Responsibilities
- Receive, analyze and resolve trouble tickets via telephone or email
- Experience providing first-level helpdesk support via phone, computer, and through centralized ticketing systems for issues related to desktop software, hardware, and peripherals.
- Experience working within the ticketing system to create, communicate detailed work logs, and provide technical documentation, escalating issues to Tier 2 as needed and setting customer expectations for follow-ups.
- Experience using appropriate communication and documentation to inform the user community and team of important issues and information which will help improve performance.
- Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction
- Timely follow up and follow through of assigned requests
- Effectively monitoring and managing assigned work queues
- Understanding and utilizing all systems within the Help Desk to provide first time resolution to customer requests
- Uses appropriate communication and documentation to inform user community and team of important issues and information which will help improve performance.
- All other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
