Junior IT Help Desk Support Specialist

Full Visibility

2d•Onsite

About The Position

Full Visibility is seeking a Junior IT Service Desk Support Specialist to work in Quantico, VA. Candidates must possess an active Top Secret clearance. The Junior IT Service Desk Support Specialist will be responsible for performing a variety of help desk support, including the monitoring of application systems and ensuring a prompt and appropriate response to customer requests and issues. The successful candidate should have experience with multiple web browsers, email applications, and basic computer operations; as well as application installs/setups, business processes, data requirements, and operations. The Junior IT Service Desk Support Specialist will operate and manage the incoming technical requests through a service desk or on-call mobile phone to address requests and questions from customers and followed established procedures. The IT Service Desk Support Specialist may be responsible for collecting screenshots and other data for use in troubleshooting; and serve as a liaison between the customer and the program developers and other technical staff. The Service Desk Support will log and track requests for assistance related to the application; resolve basic questions to problems associated with account administration, system navigation/functionality, access and FAQs, user guides and Standard Operating Procedures (SOPs). The successful candidate will contribute to preparing procedural manuals and documentation for Service Desk use. The Junior Service Desk Support Specialist will support during core hours Monday through Friday and may provide on-call support.

Requirements

Active Top Secret Clearance
Experience with application installation, configuration, operation, and troubleshooting procedures
Experience with business process and workflow
Experience speaking, listening, and understanding supporting diverse customers
Ability to provide reliable and timely onsite and remote application services for customers
Experience maintaining incident ticket management program and ticket intake
Experience providing documentation and services for products and or services
Experience coordinating re-installing software, resetting usersâ passwords, and resolving customers issues
Experience providing immediate, competent, and professional user support
Associate Degree (AD) in Information Technology or related field OR at least three years of experience working in a help desk or call center environment

Responsibilities

Performing a variety of help desk support
Monitoring of application systems
Ensuring a prompt and appropriate response to customer requests and issues
Operating and managing the incoming technical requests through a service desk or on-call mobile phone
Collecting screenshots and other data for use in troubleshooting
Serving as a liaison between the customer and the program developers and other technical staff
Logging and tracking requests for assistance related to the application
Resolving basic questions to problems associated with account administration, system navigation/functionality, access and FAQs, user guides and Standard Operating Procedures (SOPs)
Contributing to preparing procedural manuals and documentation for Service Desk use
Supporting during core hours Monday through Friday and may provide on-call support