Help Desk

4 weeks ago

Arlington, United States Eagle Technologies Inc Full time
Company Introduction:

Eagle Technologies, Inc. is an innovative information technology company that designs, develops, and manages solutions for government and corporate clients. We deliver end-to-end solutions designed and implemented to meet each client's specific and unique requirements, leveraging their existing investments while laying the groundwork for modernization and expansion. From web-based applications to enterprise data warehousing, big data and analytics, and business intelligence, we deploy and manage diverse platforms and hosting environments that meet the government's cybersecurity and privacy requirements.

Job Summary:

The Help Desk Specialist provides high-quality customer service while identifying, researching, resolving, or escalating user support issues for a suite of applications. The successful candidate will support end users with basic computer and application access, account administration, and system use. This position ensures timely resolution and referral of user issues while documenting the impact and assigning an appropriate priority and resolution goal.

Essential Functions:

The Tier One Help Desk Specialist position has the following customer-related duties:
  • Answer, evaluate, and prioritize service requests received
  • Coordinate with other teams or departments to resolve or escalate user problems
  • Document, track, and monitor issues using supplied systems and tools
    • Log and track calls using the help desk tracking system
    • Maintain the accuracy of the help desk tracking system
  • Provide password administration and password re-sets for users
  • Respond to telephone, email, or online requests for technical support
  • Review and analyze historical records and problem resolutions to support the solution and development of solution knowledge base entries
Position Requirements:

The successful candidate will demonstrate the following capabilities:
  • Ability to organize and complete work within time constraints, including occasional work in the evenings and on weekends to ensure meeting deadlines
  • Effective oral communication and strong, clear, concise written communication skills
  • Self-motivated approach, works accurately, thoroughly, and with attention to detail
Education and Experience:

This position requires a minimum of three years of experience in technical support roles with an emphasis on application support and direct customer service or an Associate's Degree and two years of experience; a Bachelors Degree is preferred.

The ideal candidate has experience with:
  • Collaborating with the team to resolve and escalate issues within IT procedures/standards
  • Customer service and help desk functions and systems
  • ITIL and other help desk and customer service best practices
  • Triage and correction of problems using documented procedures, available tools, personal knowledge and skills
  • User account management (assigning roles and permissions, login support, and access triage)

Work Authorization and Additional Requirements:

Applicants must be authorized to work in the US without required visa sponsorship, both now and in the future.

Candidates must be willing to pass a company background check.

We are an equal opportunity employer and value diversity. All employment is assessed on qualifications, merit, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected categories covered under local law.

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