Help Desk Specialist

6 hours ago


Reston, Virginia, United States On-Demand Group Full time

Job Title: Help Desk Specialist

Location: Remote

Job Type: Contract

Duration: 6 months

About the Role

This is a critical position that requires a high level of technical expertise and excellent communication skills. As a Help Desk Specialist, you will be responsible for providing timely and effective support to clients, resolving technical issues, and escalating complex problems to senior support teams.

Key Responsibilities

  1. Case Management: Systematically handle incoming cases, sorting and prioritizing them based on urgency. This involves assessing the problem, categorizing it, assigning ticket priority levels, and either resolving the issue or routing it to the appropriate support teams.
  2. Data Collection and Research: Gather data for triage and knowledge management. This information will be used to provide additional details to Level 2 (L2) support before triaging, to create useful knowledge in Customer Service Management, and to understand the scope of resolution possibilities at Level 1 (L1).
  3. Ticket Acknowledgment: Acknowledge all tickets, including cases and escalations.
  4. Ticket Resolution: Where possible, resolve tickets upon first contact.
  5. Case Escalation Monitoring: Monitor case escalations, including ITP Field Escalations, Support Resources Page Escalations, and Vendor Escalations. This involves monitoring priority and Service Level Agreement (SLA) levels to ensure we are working towards achieving set goals and collaborating with vendors on support clarifications and opportunities to exchange knowledge.

Requirements

  • IT ITSM Support Experience: Candidates should have a solid background in IT ITSM Support and possess some technical knowledge.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong analytical and troubleshooting skills.

What We Offer

On-Demand Group provides competitive compensation and benefits, including healthcare, dental, and vision insurance. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.


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