Help Desk Anst II
Seeking a Helpdesk Specialist to support a Federal Government Customer. This position will work on-site with a government customer and engineering team providing support for a critical government proprietary network. Responsibilities include: Providing Service Desk services that support users by addressing events, user incidents and requests either by responding and resolving them or by transferring responsibilities to elevated service providers to assist in resolving them, while continuing to proactively monitor and assist in resolving them on each user's behalf. Assist users at remote sites to allow them to access critical networks and applications and to resolve trouble tickets.
Helpdesk Specialists will manage user accounts and will create, delete, and update accounts as well as assist users with password/PIN resets. For more advanced support requests, Helpdesk Specialists will collaborate directly with the Engineering Team.
User requests will be received through various means to include direct calls, instant chats, or emails so strong time management and communication skills are critical. Specialists will maintain daily logs of the number and types of user requests received, number of completed requests, and the number of requests on hold. When the Helpdesk Specialists are not directly supporting user requests, they will support the Infrastructure team with maintenance functions such as patching, log review, backups, virus updating, and system/network management using existing applications and tool suites.
The user base is truly global and must be able to operate at any time, any day of the week. Support calls must be received and resolved by properly trained and motivated staff members without the need of time-consuming escalations and re-directs to more advanced engineers whenever possible. Helpdesk Specialists are subject to a rotating schedule of on call remote support.
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