Help Desk Support Spec

3 weeks ago

Richland, United States Hanford Mission Integration Solutions Full time

Job Duties/Scope Of Work This position is a Tier-1 single point of contact. Help Desk personnel provides diagnosis, troubleshooting, and resolution for customer desktop problems, including resolution of technical software problems. The help desk support includes multiple methods of input: call, chat, and web tickets. Requests that cannot be handled over the phone will be routed to the appropriate Tier-2/Tier3 support and/or subject matter experts/service providers as appropriate for resolution. Job duties include, but are not limited to: • Perform work using multiple methods such as call, chat, tickets, virtual environments (VDI/AVD), remote access and other network access types. • Maintain provisioning, diagnosis, troubleshooting, and resolution for accounts, passwords, operating systems, network shares, applications, and printer problems. • Provide IT support with the use of tools such as Microsoft remote assist, and Microsoft quick assist. • Interface with application and system administrators, subject matter experts and other levels of support to resolve issues. • Completing requests for changes to telephone services, such as setting up call forwarding, updating line appearances, add/remove/change voicemail, setting up speed dials, updating billing and location information with ANI/ALI 911 information. Working with move coordinators and other one Hanford contractors to arrange telephone Move/ Add/ Changes. • Acting as the point of contact (POC) for video teleconferencing (VTC) issues and questions. Coordinate support with field support personnel and engineers, as appropriate. • Resolve telephony accounts and application issues, working with Voice Engineer, and other levels of support and coordinate repairs with field support personnel and engineers. • Assist with new and upgraded deployments of supported systems and applications. • Keeping records of customer interactions, transactions, and comments. • Provide professional support to ensure customer satisfaction. This position is not eligible for telework and the selected candidates will work in a north Richland location. This position is deemed as essential and may include shift work. Basic Qualifications • AA Degree -or- an equivalent combination of education and experience. • 2 years of Information Technology related customer service and/or computer technical support experience. • Excellent written and verbal communication including proper phone and video communication etiquette, active listening and calm demeanor.to interact effectively and professionally with customers at all times. • Possess problem solving, troubleshooting and analytical skills to assist users with IT issues. • Highly dependable candidate with ability to demonstrate strong attendance, punctuality, and work ethic as both an individual and in collaboration with a team. • Possess strong attention to detail in a highly technical environment. • Customer service skills with experience working one on one with customers. • Must be coachable with the ability to look at issues from a variety of angles. • Working knowledge of Windows operating system, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, etc.) SharePoint and Teams environment. Desired Qualifications • Demonstrate experience and ability to manage multiple tasks simultaneously. • Working knowledge of help desk ticketing systems and how to capture all critical data for help desk support requests. Including priority, categorization, resolution notes, and other data points. • Experience at the Hanford site or familiarity with the HLAN Network. • Experience in Remedy, Enterprise Service Platform, Amazon Connect • Strong organizational skills and effective in prioritizing tasks in high pressure situations. • Working knowledge of fundamental operation of enterprise computing services. Compensation & Benefits Hourly

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