Location
McLean, VA | United States
Job description
The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.
All candidates must be able to undergo a federal background investigation.
Duties include: • Provide phone and email support to users
• Employ the Help Desk module of the website to track and manage help desk tickets from users
• Provide Tier 1 and Tier 2 support to users and escalate Tier 3 issues
• Provide documentation support for the website application
• Contribute the development of training videos, as necessary
Experience and Education: • Performs work under general supervision
• Handles complex issues and problems, and refers more complex issues to more experienced staff
• Experience providing help desk support, including troubleshooting user issues
• Working knowledge of Microsoft operating system, Windows environment, and web applications
• Requires bachelor's degree
• Requires at least 5 years of experience
Expertise (Required): • Strong customer service skills
• Excellent communication skills
• Excellent analytical and troubleshooting skills
• Ability and desire to provide excellent customer service to internal and external customers
Additional Expertise (Desired but not mandatory): • Grants management
EOE M/F/Disability/Vet
Job tags
Salary
