Help Desk Specialist II
1 month ago
Technical Support Specialist
Location:
Walter Reed National Military Medical Center (Bethesda, MD)
Certifications:
Obtain IAT level I compliant certification within 6 months of hire (e.g., Net+ CE or A+ CE)
Clearance:
Secret
Qualifications:
Previous experience with customer support in the field of IT support
Responsibilities:
Assist customers with hardware, PC, printers, business software, and operating systems.
Resolve general hardware and software problems with customers having little or no background in computers.
Conduct component-level diagnostics.
Maintain documentation for procedures and processes, as well as, maintenance logs and equipment databases.
Effectively communicate orally and in writing.
Provide customer support via phone in a call center.
Troubleshoot and resolve issues with the use of remote support tools such as DameWare or Remote Desktop.
Document customer issues in an enterprise ticket system detailing problem encountered, steps taken, and any other pertinent details to assist technicians with diagnosing and resolving the issue.
Handle customer issues in stressful situations.
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