Help Desk Specialist

6 days ago

Washington, Washington, D.C., United States Global TechPro Full time
Job Title: Help Desk Specialist

We are seeking a dedicated and skilled Help Desk Specialist to provide technical assistance and support to users of the ARTIS system. This role involves troubleshooting user issues, assisting with system access, and ensuring seamless operation of the ARTIS application.

Key Responsibilities:
  • Provide Tier 1 and Tier 2 technical support for ARTIS, responding to user requests and troubleshooting technical issues related to system access, application functionality, and data retrieval.
  • Assist users with login issues, account setup, and general inquiries regarding the ARTIS system, ensuring that access problems are resolved in a timely manner.
  • Offer guidance and support to users for general navigation and usage of the ARTIS system, including basic troubleshooting and issue resolution.
  • Escalate complex issues to Tier 3 technical teams, working closely with the system administration and development teams to ensure timely resolution of user-reported problems.
  • Document and track all user requests, issues, and resolutions in the help desk ticketing system, ensuring clear communication and efficient handling of each request.
  • Provide training and documentation to users on ARTIS functionalities, helping them maximize system usage and troubleshoot common problems independently.
  • Collaborate with the IT team to ensure that any required system updates or patches are communicated to users, minimizing disruptions to ARTIS operations.
  • Participate in regular team meetings with the Contracting Officer Representative (COR) and Federal Project Manager to provide updates on user issues, trends, and system performance.
  • Run basic Oracle Database queries to assist with troubleshooting data-related issues and retrieving user-specific reports from the ARTIS system.
Qualifications:
  • Experience providing help desk support for web-based applications, with a focus on troubleshooting user access, login issues, and application navigation.
  • Basic understanding of web applications and Oracle Database systems is a plus.
  • Familiarity with SharePoint Online for user documentation and training materials.
  • Experience using a ticketing system to track and manage help desk requests.

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