Help Desk Specialist
Company: Dunhill Professional Search & Government Solutions
Location: San Antonio
Posted on: February 24, 2021
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Job Description:
Help Desk Specialist ISan Antonio, TXSECRET Clearance
Required*In support of our client - ASM Research. This person will
be responsible for the support of one or more Help Desk systems
developed and operated by ASM Research. Participates as a member of
a team that handles inquiries from users for multiple applications.
Assesses the customers' issue, performs initial triage, documents
the problem, creates an incident and ensures the customer contract
information is accurate and complete.Job Responsibilities---
Performs a variety of basic user-problem analyses for the help
desk; assists with monitoring the network management systems and
ensures a prompt and appropriate response to customer requests and
issues. --- Collects screenshots and other data for use in
troubleshooting, then acts as a liaison between the client and
program developers. --- Performs initial problem analysis and
triages problem to technical staff when appropriate. ---
Coordinates efforts with staff associates and subject matter
experts to resolve problems; logs and tracks requests for
assistance related to the application as a primary user contact.
--- Responsible for knowing when to escalate an incident, resolves
basic questions to problems associated with account administration,
system navigation/functionality, access and FAQs. --- Assists with
compiling and regularly maintaining a log of Frequently Asked
Questions (FAQ) originating with all categories of users. Assists
with providing and managing official answers to all FAQs and
distributing same to all interested stakeholders. --- Contributes
to the preparation of procedure manuals and documentation for help
desk use. --- Makes recommendations for improvements to help desk
and assists with creating reports based on information provided
from user surveys and trend analyses.Minimum Qualifications:HS
DiplomaRelevant Work Experience:0-2 years of customer service
experience. 1-3 years as a Customer Service Representative or Help
Desk operator preferred.Other Job Specific Skills-----Knowledge of
and ability to use computers, including the Microsoft Suite and
Internet Explorer. Being able to type quickly and accurately is
essential.-----Must have strong interpersonal and communications
skills.-----Must be confident in ability to control phone
conversations and guide customers.-----Ability to provide
step-by-step instructions and clearly express ideas and solutions
to customers and colleagues.-----Well-developed presentation,
telephone and writing skills.-----Ability to work in a
team-oriented environment.-----Ability to learn new computer
applications and to continually learn changes to those computer
applications.-----Ability to multi-task.-----Must be flexible and
dependable.-----Strong active listener, giving full attention to
what other people are saying, taking time to understand the points
being made, asking questions as appropriate, and not interrupting
at inappropriate times, preferred.-----Prior military experience or
knowledge is helpful but not required.-----Knowledge of ITIL
framework and processes preferred.
Keywords: Dunhill Professional Search & Government Solutions, San Antonio , Help Desk Specialist, Other , San Antonio, Texas
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