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Helpdesk Support Specialist

4 months ago

Washington, United States InteliX Systems LLC Full time
Job DescriptionJob Description

Title: Helpdesk Support Specialist

Duration: 12 months contract

Location: Washington, DC 20004

Client: U.S Customs and Border Protection

Minimum qualifications include a High School Diploma or G.E.D. with 3+ years of experience in a related field (technical support, help desk support, call center, or etc.). An associate degree in a technical discipline is preferred, but not required.

Support shall be available to work night, weekends, and holidays to support the U.S Customs and Border Protection (CBP) Operational Mission.

Task duties covers:

  • Answer calls, support tickets, support emails, etc. in a timely manner and to provide technical and programmatic support to the programs under OCMO.
  • Coordinate with the OCMO and Border Health System Coordinator, to include system/program Solutions Coordinator where applicable, to provide accurate support to end users.
  • Utilize approved systems to record all interactions with end-users, this includes but is not limited to: CBP ServiceNow, Avaya Phone Systems, Government E-Mail, and/or the Emergency Notification System (ENS).
  • Provide recommendations to OCMO based on the information received via all support avenues to improve and/or better the systems.
  • Provide monthly statistics about work accomplished, tickets answered, tickets resolved, tickets escalated to the coordinators, or any other requirement(s) identified by CBP.
  • Perform other duties as assigned by the PM or his/her designee.