Help Desk Staff/Specialist

1 month ago

Washington, United States NextGen IT Services Full time
Job DescriptionJob Description

Help Desk Staff/Specialist


Responsibilities:

  • This vital position is responsible for providing direct support to end users onsite and remote, and tracking all Help Desk metrics every week, including some new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances.
  • Receive customer Help Desk phone calls, service requests and in-person walk-ins for support.
  • Process Help Desk tickets with the Helpdesk Staff/Specialist serving as the single point of contact for support for the end user
  • Provide direct production support services for application users by responding to operational problems that are funneled to the team via the customer's helpdesk ticketing system, ServiceNow.
  • Work with the functional areas of the PTT IT team to provide Tier 2 and 3 customer support
  • Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps.
  • Other duties as assigned.


Required Education/Skills:

  • Associate degree and 5+ years of relevant experience
  • Experience with the ServiceNow ticketing system is required.
  • Ability and flexibility to support a rotating 24/7 schedule
  • Ability to work 100% onsite at GSA Headquarters in Washington DC
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
  • Friendly presence, helpful attitude, good interpersonal skills, empathy, and ability to work well with others.
  • Azure AD (portal) administrator skills, Windows 11 management, basic networking, wifi/ethernet troubleshooting,
  • Excellent Microsoft Office skills (Word, Excel, and other applications)
  • Knowledge of G Suite applications (Sheets, Docs, Slides) a plus
  • Ability to train end users on frequently asked technical issues.
  • Ability to provide technical assistance and support over the phone.
  • Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
  • U.S. Citizenship
  • Ability to obtain and maintain a Public Trust


Professional Skills:

  • Strong analytical and problem-solving skills
  • Highly detail-oriented and productivity-oriented
  • Organized, timely, and customer service oriented.
  • Ability to work well independently and in a team setting.
  • Adaptability, flexibility, and ability to deal with ambiguity and change.
  • Excellent attention to detail.
  • Excellent problem-solving and troubleshooting abilities.
  • Effective communication and collaboration skills.
  • Sound business ethics, including the protection of proprietary and confidential information.
  • Ability to work with all levels of internal staff, as well as outside clients and vendors.
  • Skilled communicator with clients and employees.
  • Excellent verbal, interpersonal and written communication skills.
  • Team player with the ability to work in a fast-paced environment.
  • Demonstrated outstanding level of professionalism in providing client support, including ability to exercise good judgment, discretion, tact, and diplomacy.



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