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Help Desk Specialist

4 months ago

Washington, United States CMT Services Inc Full time
Job DescriptionJob DescriptionSalary:

Disclaimer:

By submitting your resume for this job posting, you authorize CMT Services, Inc. to forward your resume to all applicable internal and external managers, agencies, and recruitment personnel for review and consideration to hire.


ABOUT US:

CMT Services, Inc. is a dynamic and growing small business supporting Federal, State, and Local government agencies. As a SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients. Leaning on our core values of Integrity & Commitment, CMT’s mission is to continue delivering the highest quality services to our customers by applying best practices from our team of Industry experts ensuring not only our customers success, but the establishment of CMT Services as their Reliable Partner of Choice. 


Capabilities: 

  • Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
  • Troubleshoots standard problems as they are reported, provides courteous, expeditious service to the customers, and speaks fluent English.
  • Detail oriented in order to keep detailed notes on tickets.
  • Assist with help desk email and phone calls, creating tickets within Help Desk systems, ServiceNow ITSM, service request or change management system.
  • Respond to customer requests and resolve the issue if possible.
  • Assign request to next support group or application analysts.
  • Communicate with support group regarding status of open tickets, insuring timely resolutions.


Personnel Qualifications: 

  • At least five (5) years of experience as a help desk supporter.
  • Knowledge of ServiceNow ITSM preferred.
  • Knowledge of or certification in ITIL Foundations preferred.