Helpdesk Specialist

4 weeks ago

Washington, United States Marathon TS Full time $50,000 - $60,000
Job DescriptionJob Description

Marathon TS is looking for a Help Desk Specialist to support our efforts at FEMA.

Required skills/Level of Experience :

  • Microsoft Office Suite (Word, Excel, Powerpoint etc) – 5 year +
  • Analytical skills: The team member must be able to take in a large amount of information and then analyze for resolution and potential trends requiring escalation. – 8 year +
  • Soft Skills – 8 year +
    • Written Communication: Provide valuable information for a knowledge based entry that could be further indexed and queried for future use. Provide clear communication to the users to help answer questions or provide clarity for when a resolution will occur. Provide detailed documentation of the issue and troubleshooting steps completed before escalation to technical SMEs and higher Tiers.
    • Verbal Communication: The team member must be able to gather information and explore issues without frustrating the user.
    • Active Listening: Team member is expected to use their intelligence, experience, knowledge, and creativity to explore a problem and identify a solution.
    • Questioning: Critical thinkers often ask themselves questions about a problem or issue, and then seek out the answer. When troubleshooting, team members identify a theory of a probable cause and then attempt to validate the theory.
    • Changing perspectives: Solutions are often more obvious when a team member looks at a problem from a different perspective, such as that of a user.
    • Evaluating evidence: The team member is able to use reason to evaluate existing facts and arrive at a substantiated conclusion.
    • Conflict Resolution: The team member must be able to stay focused on the problem when a user is frustrated at the system; remain sensitive to the user's frustrations while guiding the user to a resolution.



Preffered skills/Level of Experience :

  • Experience troubleshooting GIS applications – 5+ years
Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.

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