Help Desk Specialist II - TS/SCI Clearance Required
Company: Dunhill Professional Search
Location: San Antonio
Posted on: May 28, 2023
Job Description:
Help Desk Specialist IITS/SCI Clearance Required Supports one or
more Help Desk systems. 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 advanced 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 act 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 advanced questions to
problems associated with account administration, system
navigation/functionality, access and FAQs. * Compiles and regularly
maintains a log of Frequently Asked Questions (FAQ) originating
with all categories of users. Provides and manages official answers
to all FAQs and distributes same to all interested stakeholders. *
Contributes to the preparation of procedure manuals and
documentation for help desk use. * Conducts periodic user
satisfaction surveys and tracks user problem trends. * Makes
recommendations for improvements to help desk and creates reports
based on information provided from user surveys and trend analyses.
* 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 Minimum QualificationsHS Diploma and 1-3 years of customer
service experience. Prefer 1-3 years as aHelp Desk/Service
DeskOther Job Specific Skills
- Strong 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.
- Strong 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.
- Excellent 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.
- Knowledge of ITIL framework and processes preferred
- Prior military experience or knowledge is helpful but not
required.
- Prior experience with Federal Government Civilian workforce is
a plus. #cjpost
Keywords: Dunhill Professional Search, San Antonio , Help Desk Specialist II - TS/SCI Clearance Required, Other , San Antonio, Texas
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