Help Desk Support Specialist

10 hours ago


Rockville, Maryland, United States Precise Software Solutions, Inc. Full time
Job Title: Help Desk Representative

Join Precise Software Solutions, Inc. as a Help Desk Representative and be part of our team that delivers quality services and solutions to government organizations.

About the Role:

We are seeking a highly motivated and experienced Help Desk Agent to support our cloud-based multi-tiered help desk operations, specifically within the public health sector.

Key Responsibilities:
  • Provide Tier 1 support to callers by addressing issues and inquiries across various channels, including phone, email, and text.
  • Evaluate the needs of the caller and resolve inquiries and issues at the first level of contact when possible and route complex inquiries to the appropriate Tier 2 or Tier 3 support teams.
  • Utilize contact center software, such as Amazon Connect, and ticketing systems, such as Salesforce Service Cloud, to answer, log, and track inquiries and issues, ensuring timely resolution and proper documentation.
  • Communicate effectively with callers to understand their needs, provide clear resolutions, and ensure a positive customer experience.
  • Facilitate translation services for non-English speaking callers following procedures.
Requirements:
  • 3+ years of proven experience in a help desk or customer service role, with a focus on Tier 1 support.
  • Strong knowledge of ticketing systems such as Amazon Connect and Salesforce Service Cloud.
  • Excellent communication skills, with the ability to listen, understand, evaluate, and resolve customer inquiries efficiently.
  • Strong data entry and telephone skills.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).
  • High attention to detail and a customer-focused approach.
Education:
  • Minimum High School Diploma with three (3) years of experience or any combination of experience and training, which enables one to perform the essential job functions.
  • Associate's degree is preferred.
Benefits and Perks:

Precise Software Solutions, Inc. offers a comprehensive benefits package, including:

  • Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
  • Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
  • Retirement Plan with 4% match and discretionary match at year end
  • Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
  • Short Term and Long-Term Disability
  • Paid Parental Leave
  • Paid Jury Duty leave
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Training and Development
  • Wellness Incentives & Discount programs
  • Employee Referral Program
  • Annual Charity Donation Match
  • Awards and Recognition

Precise Software Solutions, Inc. is an equal opportunity employer and is committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.


  • Help Desk Manager

    3 days ago


    Rockville, Maryland, United States Global Alliant Inc Full time

    Job Title: Help Desk ManagerGlobal Alliant, Inc. is seeking a highly skilled Help Desk Manager to join our team. As a Help Desk Manager, you will be responsible for leading a team of technical support specialists and ensuring that customer service is timely and accurate on a daily basis.Key Responsibilities:Manage the Help Desk team and evaluate...


  • Rockville, Maryland, United States Creative Financial Staffing Full time

    IT Helpdesk Technician RoleThis is an on-site position, and only local candidates will be considered for this role. The expected salary range is $60,000 - $65,000+ (depending on experience).Why Choose This IT Helpdesk Technician Opportunity?This role offers a hands-on experience in a dynamic and supportive educational environment.There are opportunities for...


  • Rockville, Maryland, United States DealerOn, Inc. Full time

    About the RoleWe are seeking an experienced Customer Support Manager to join our team at DealerOn, Inc. as a key member of our operations team. The successful candidate will be responsible for leading a team of customer support specialists, ensuring exceptional customer experiences, and driving business growth.Key ResponsibilitiesTeam Leadership: Manage a...


  • Rockville, Maryland, United States LCG, Inc. Full time

    Job SummaryWe are seeking a highly skilled Desktop Support Specialist to join our team at LCG, Inc. as a member of our IT support team. The successful candidate will provide technical support to our clients, troubleshooting and resolving issues related to desktop, laptop, and mobile devices.Key ResponsibilitiesProvide end-user support for a variety of...

  • IT Support Specialist

    4 weeks ago


    Rockville, Maryland, United States TISTA Science and Technology Full time

    Position OverviewWe are looking for a dedicated Desktop Technician to deliver level 2 and desk-side assistance for various devices, including desktops, laptops, printers, scanners, and mobile technology. This role demands a multifaceted technical professional who is both client-oriented and solution-driven, eager to engage with a range of tools and learning...

  • IT Support Specialist

    4 weeks ago


    Rockville, Maryland, United States TISTA Science and Technology Full time

    Position OverviewWe are looking for a dedicated Desktop Technician to deliver level 2 and desk-side assistance for various devices, including desktops, laptops, printers, scanners, and mobile devices. This role demands a multifaceted technical professional who is both client-oriented and solution-driven, eager to gain exposure to a diverse array of tools and...


  • Rockville, Maryland, United States Kelly Full time

    Job Title: Service Desk TechnicianKelly Government Solutions is a strategic supplier and business partner to the federal government and its key suppliers. We are seeking a skilled Service Desk Technician to support the National Institutes of Health (NIH) in Rockville, MD. This is an on-site position.Job Summary:This is a full-time contract position that...


  • Rockville, Maryland, United States CVCA Rockville - Cardiology Specialist Full time

    About the Role:CVCA Rockville - Cardiology Specialist is seeking a highly skilled and dedicated Veterinary Cardiology Specialist to join our team. As a key member of our cardiac team, you will play a vital role in providing exceptional patient care and contributing to the success of our practice.Responsibilities:Assist cardiologists with key technical work,...


  • Rockville, Maryland, United States CVCA Rockville - Cardiology Specialist Full time

    About the Role:CVCA Rockville - Cardiology Specialist is seeking a highly skilled and dedicated Veterinary Cardiology Specialist to join our team. As a key member of our cardiac team, you will play a vital role in providing exceptional patient care and contributing to the success of our practice.Responsibilities:Assist cardiologists with key technical work,...


  • Rockville, Maryland, United States A-TEK Inc. Full time

    Job OverviewA-TEK Inc. operates at the forefront of innovation and mission support by leveraging our extensive expertise across federal markets. Our commitment to a digital-first approach enables us to enhance capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are tailored to modernize,...


  • Rockville, Maryland, United States A-TEK Inc. Full time

    Job OverviewA-TEK, Inc. operates at the forefront of innovation and mission-driven solutions, leveraging extensive expertise in federal markets. Our commitment to a digital-first approach enhances our capabilities in application development, digital transformation, enterprise IT, and scientific services. We design our solutions to modernize, automate,...


  • Rockville, Maryland, United States A-TEK Inc. Full time

    Job OverviewA-TEK Inc. operates at the forefront of innovation and mission-driven solutions, leveraging extensive expertise across federal markets. Our commitment to a digital-first approach enables us to enhance capabilities in application development, digital transformation, enterprise IT, and scientific services. We aim to modernize, automate, secure, and...


  • Rockville, Maryland, United States CVCA Rockville - Cardiology Specialist Full time

    About CVCA Rockville - Cardiology SpecialistWe are seeking a highly skilled and compassionate Veterinary Care Specialist to join our team at CVCA Rockville - Cardiology Specialist. As a Veterinary Care Specialist, you will play a vital role in providing exceptional patient care and support to our clients and their pets.Key Responsibilities:Provide...


  • Rockville, Maryland, United States Planet Fitness Full time

    {"Job Title": "Service Desk Associate", "Job Summary": "We are seeking a highly motivated and customer-focused Service Desk Associate to join our team at Planet Fitness. As a Service Desk Associate, you will be responsible for providing exceptional customer service to our members and guests, while also maintaining the cleanliness and organization of our...


  • Rockville, Maryland, United States InfoStructures, Inc. Full time

    Job DescriptionJob Summary:We are seeking a highly motivated and experienced IT Helpdesk Specialist to join our team at InfoStructures, Inc. As a key member of our technical support team, you will provide top-notch support services to our commercial clients, ensuring their IT needs are met with efficiency and expertise.Key Responsibilities:Provide on-site...


  • Rockville, Maryland, United States Leidos Full time

    Job SummaryLeidos, Inc. is seeking a highly skilled and customer-focused technical representative to provide systems administration and deskside technical support as a Deskside Technician (Tier 2) at our customer site.Key ResponsibilitiesProvide customer operational desk-side break fix support tasks and activitiesSupport PC Hardware Refresh of every device...


  • Rockville, Maryland, United States SYSARC INCC Full time

    Job OverviewPosition: Support Desk/NOC TechnicianWe are a dynamic Managed Service Provider in the DC region seeking skilled Support Desk Technicians to enhance our workforce. Our organization boasts a diverse team and a distinctive culture that emphasizes collaboration and exceptional customer service, focusing on aligning technology with the operational...


  • Rockville, Maryland, United States US Tech Solutions Full time

    Contract Duration: 4 months Position Overview: The Office Support Specialist plays a crucial role in facilitating various administrative and operational tasks within the organization. This position is responsible for identifying and optimizing specific workflows and procedures to enhance overall business efficiency. Key responsibilities include: 1....


  • Rockville, Maryland, United States Dataprise Full time

    About the RoleThis Supervisor position will play a key role in our Service Desk team, providing leadership and guidance to a team of Engineers. The successful candidate will work on a wide range of technical issues and be part of a dynamic, collaborative team.Key ResponsibilitiesProvide leadership and coaching to a team of Service Desk Engineers.Work to...


  • Rockville, Maryland, United States CVCA Rockville - Cardiology Specialist Full time

    About CVCA Rockville - Cardiology SpecialistWe are a leading provider of veterinary cardiac care, and we're growing! Our team is dedicated to delivering exceptional patient care and customer service.Job SummaryWe are seeking a highly skilled Veterinary Technician to join our team. As a Veterinary Technician, you will play a critical role in providing...