Help Desk Specialist
2 days ago
FEI Systems is seeking a highly skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will be the primary point of contact for our LTSS Maryland customers, providing technical support and issue resolution via email, phone, and defect tracking system.
Key Responsibilities:
- Provide timely and efficient support to customers via email, phone, and defect tracking system.
- Build rapport with customers and elicit problem details.
- Communicate customer priorities to Tier 2 HD and work with Tier 2 HD, Tier 3 HD, and Business Analysts to understand new features being released.
- Document all incidents in incident tracking system and manage incidents to closure or escalation to Tier 2.
- Interact effectively with customers and internal development team.
Requirements:
- College degree and 0-2 years of related work experience, or Associate degree and 2-3 years of related work experience, or High School diploma/equivalent and 4-5 years related work experience.
- Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
- Strong interpersonal skills and ability to work within tight deadlines.
- Must be a strong team player with excellent written and verbal communication skills in English.
Location: Remote
Status: Full time position with full company benefits
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