Help Desk Specialist

18 hours ago


New Orleans LA USA, United States RSDC Full time
Job Title: Help Desk Specialist

RSDC, a Veteran Owned Small Business, is seeking a highly motivated Help Desk Specialist to join our team of technical professionals. As a Help Desk Specialist, you will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and assist customers by researching technical issues, exploring answers, and providing information and alternative solutions.

Responsibilities:
  • Assist and support end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels, including phone, email, chat sessions, web forms, and other communications methods available.
  • Apply basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.
  • Thoroughly document requests and incidents according to business processes and standard operating procedures.
  • Document detailed, specific work notes regarding the interaction with the customer.
  • Provide case status updates to management and end-users according to service level guidelines.
  • Maintain a high level of courteous customer service at all times.
  • Communicate with customers at all levels of technical and non-technical skills set.
  • Participate in Business Development, Capture of new opportunities, Proposals related to subject matter.
Requirements:
  • Intermediate level of technical experience with software.
  • Experience providing support via remote tools.
  • Demonstrated root-cause analysis skills.
What We Are Looking For:
  • A high school diploma or equivalent.
  • 2 or more years of related experience.
  • SECRET government clearance.
  • Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire.
  • Ability and willingness to work and adhere to any full-time shift in our structured, 24 X 7 help desk environment.
Benefits:
  • Health Care Plans, various options (Medical, Dental & Vision).
  • Paid Holidays.
  • Paid Time Off/Vacation.
  • Retirement Plans / 401K Matching.
  • Tuition Assistance.
  • Employer Paid Short Term & Long Term Disability.
  • Employer Paid Life Insurance.


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