Help Desk Technician – Part-Time
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Job Description
Help Desk Technician providing IT support for AMERICAN SYSTEMS. Answering customer calls and troubleshooting user problems for a federal government contractor.
Responsibilities:
- Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
- Provide professional customer service and timely resolution or escalation of issues.
- Perform user data corrections and respond to questions.
- Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
- Send more complicated user issues to appropriate hierarchy for troubleshooting.
- Learn fundamental operations of commonly used software, hardware and other equipment.
- Accurately log all service requests and document resolutions using call tracking software.
- Educate end users on appropriate system use and share technology best practices.
- Exercise patience and professionalism during stressful situations.
Requirements:
- Must have an active DOD Secret clearance or higher
- 1+ years of help desk experience preferred
- Must be able to work independently and responsibly without direct supervision
- Outstanding oral and written communication skills and attention to detail
- Technical troubleshooting skills in researching and documenting resolutions
- Friendly presence and helpful attitude; good interpersonal skills
- Ability to provide technical support over the phone; good phone skills
- Accurately and consistently document all work; good writing skills
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly
- Ability to handle constantly changing flow of traffic; be able to multitask effectively
- Working knowledge of standard operating systems, applications, and networking.
Benefits:
- comprehensive benefits package
- healthcare benefits
- paid leave
- retirement plans
- insurance programs
- education and training assistance
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