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Help Desk Specialist

1 month ago

Boston, Massachusetts, United States NANA Regional Corp Full time
Job Summary

We are seeking a skilled Help Desk Operator to provide expert customer service and technical support to our customers. The ideal candidate will have excellent communication skills, strong analytical and problem-solving abilities, and the ability to analyze data to identify trends and issues.

Responsibilities

Provide expert customer service by interfacing with customers to understand and resolve their issues.
Assist customers in establishing new accounts and managing existing ones.
Ensure all account-related issues are resolved promptly and accurately.
Manage trouble tickets from initiation to completion, leveraging checklists and system expertise to troubleshoot and resolve issues promptly and effectively.
Provide analytical products based on trouble ticket reports to identify trends, issues, and utilization rates, proactively analyzing data to pinpoint potential issues and areas for improvement.
Maintain detailed records of customer interactions, issues resolved, and account changes. Generate reports on common issues and suggest improvements to enhance the customer support process.
Work closely with the IT and development teams to address recurring issues and implement system improvements.
Communicate technical information in a clear and concise manner to non-technical users.

Qualifications

Secret Clearance.
Experience in a help desk or technical support role.
Familiarity with troubleshooting common technical issues and using help desk software.
Excellent verbal and written communication skills.
Strong organizational abilities with attention to detail.
Must be a U.S. Citizen and able to obtain and maintain a U.S. Government Security Clearance.
Desired Qualifications: Bachelor's degree or higher in Information Technology, Computer Science, or a related field, TS Clearance with SCI Eligibility, Relevant certifications such as CompTIA A+, ITIL, or Help Desk Institute (HDI) certification.

About Us

NANA Regional Corporation is a leading provider of IT services to the federal government. We are committed to delivering high-quality solutions that meet the needs of our customers. Our team of experts is dedicated to providing exceptional customer service and technical support to our customers. We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws.