Help Desk Support Specialist

Obsidian Solutions Group • Springfield, MO

273d

About The Position

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.

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

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree