Help Desk Support Specialist

Obsidian Solutions Group LLC•St. Louis, MO

About The Position

Help Desk Support Specialist Location: St Louis, MO or Springfield, VA The Help Desk Specialist will provide superior customer service in support of the Enterprise Service Desk. As the Help Desk Specialist, you will serve as the end-user’s single point of contact for reporting all IT service-related issues, initiate requests for all IT services contained in the IT Service Catalog and assist with any question concerning IT services. Specific Responsibility Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Responds to email or chat messages for customers seeking help. Walks customers through problem-solving process. Runs diagnostic programs to resolve problems. Follows up with customers to ensure issue(s) were resolved. Gains feedback from customers about system usage. Runs reports to determine malfunctions that continue to occur. Creates a ticket in the approved incident management system for all support calls received, or route user support calls to appropriate IT Help Desk. Attempt First Call Resolution (FCR) for all requests received. Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution. Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts

Requirements

Bachelor’s Degree with two (2) years of relevant experience is desired, but experience can be substituted in lieu of a degree
Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written.
Must be able to handle confidential information with discretion.
Must be detail oriented with the ability to manage multiple tasks.
Motivated self-starters.
Attention to detail
Operational experience with ServiceNow
Experience in the Intelligence Community
Exhibit excellent customer service, organizational and time management skills
DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A+ CE or Security+ CE Certification or be able to obtain certification within 6 months of hire date.

Responsibilities

Providing technical assistance and support related to computer systems, hardware, or software.
Responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
Responding to email or chat messages for customers seeking help.
Walking customers through problem-solving process.
Running diagnostic programs to resolve problems.
Following up with customers to ensure issue(s) were resolved.
Gaining feedback from customers about system usage.
Running reports to determine malfunctions that continue to occur.
Creating a ticket in the approved incident management system for all support calls received, or route user support calls to appropriate IT Help Desk.
Attempting First Call Resolution (FCR) for all requests received.
Providing first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts