IT Helpdesk Support Specialist

3 weeks ago


Reston, Virginia, United States Cornerstone Defense Full time

The estimated salary for this role in Herndon, VA is approximately $70,000 - $90,000 per annum.

Job Overview

We are seeking a highly skilled IT Helpdesk Support Specialist to join our team at Cornerstone Defense. As a key member of our support team, you will be responsible for providing professional and efficient helpdesk support to our customers.

Your primary focus will be on serving as the first point of contact for customers seeking technical assistance through our ticketing system. You will perform remote troubleshooting using diagnostic techniques and pertinent questions to determine the best solution based on the issue and details provided by customers.

You will also walk customers through the problem-solving process, direct unresolved issues to the next level of support personnel, provide accurate information on IT products, record events and problems, and follow up with customers to update their status and information.

Key Responsibilities:
  • Serve as the first point of contact for customers seeking technical assistance over a ticketing system
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information

To succeed in this role, you must have excellent communication skills, a customer-oriented mindset, and the ability to diagnose and resolve basic technical issues.

Requirements:
  • Proven experience in supporting COTS products in a customer support role
  • Good understanding of computer systems and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Cool-tempered and customer-oriented

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