Help Desk Specialist

1 day ago

Washington, Washington, D.C., United States Progression, Inc. Full time
Help Desk Tier I (Call Center)

Job Summary:

We are seeking an experienced Help Desk Tier I professional to join our team at Progression, Inc. in Washington, DC. As a Help Desk Tier I, you will be responsible for providing technical support to customers via phone, email, and chat. You will also be responsible for documenting and tracking customer issues, escalating critical service interruptions, and ensuring customer satisfaction.

Key Responsibilities:

  • Process incident and service requests, and escalate critical service interruptions accordingly to service level requirements
  • Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met
  • Provide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool
  • May also make outboard service calls to potential customers
  • Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots
  • May be required to work in one or multiple work queues over various customer contact channels
  • When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created
  • Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution

Requirements:

  • 1+ years of Help Desk/ Service Desk experience
  • Public Trust Clearable
  • Bachelors degree required; additional years of experience may be accepted in lieu of degree
  • Technical certifications are highly desired

What We Offer:

Progression, Inc. is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.

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