Helpdesk Specialist

Title: Helpdesk Specialist Location: Greenbelt MD - NASA Duration: Full Time Job Description: ASP seeks a Helpdesk Specialist to support the NASA program. Perform in a Help Desk environment that assists NASA offices staff on campus primary offices and nationwide state and district offices in installing and using NASA supported software, including messaging client software, word processors, web browsers, anti-virus software, and VPN access.

Primary Responsibilities: Receives, investigates and resolves customer inquiries originating from phone, e-fax, email, chat, and other communications channels. Responds to customers using the customer’s preferred method of communication and do so in a courteous and timely manner. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications, and other resources. Enters applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. Provide weekly reports and open tickets for each support or consulting request from customers. Required Skills: Four (4) years, or three (3) years with associates degree, or two (2) years with bachelor’s degree related experience in customer service and responding to requests for information, contact center experience preferred Will maintain all state licenses as required by the final contract. Have strong communication (Verbal and Written Skills), and organizational skills. Ability to clearly/concisely/effectively communicate in writing or in a verbal exchange with varying audiences (one to one, one to many, different levels of the org chart). Preferred Skills: Clear public speaking voice. Ability to multi task and work in fast paced environment. Professional appearance. Strong in-person, phone and written communication skills. Familiarity with CRM software similar to Salesforce or Microsoft Dynamics and associated business process (mass outreach/email marketing, correspondence management, administrative workflow). Previous Technical support ticket tracking experience is beneficial. Please submit resume to John Halby jobs@asp-web-solutions.com

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