Help Desk Specialist

Eagle Technologies, Inc.; Arlington (VA); On-site; USD 40,000 - 70,000; Full time

Job summary

An innovative information technology company is seeking a Help Desk Specialist to enhance customer service and problem resolution. This role involves managing escalation procedures, tracking issues, and collaborating with support staff to resolve user problems efficiently. The ideal candidate will have a strong background in help desk systems and a commitment to delivering exceptional service. Join a forward-thinking firm that values diversity and offers opportunities for professional growth in a dynamic environment.

Qualifications

• 3+ years of experience in Helpdesk Support.
• Proficient in using problem management databases.

Responsibilities

• Manage escalation procedures and ensure service levels are maintained.
• Document and track problems to ensure timely resolution.

Skills

Customer Service

Incident Response

Problem Management

Change Management

Research and Isolation

Education

Associate's Degree

Tools

Help Desk Systems

Momentum

Unified Financial Management Systems (UFMS)

Job description

Company Introduction:

Eagle Technologies, Inc. is an innovative information technology company that designs, develops, and manages solutions for government and corporate clients. We deliver end-to-end solutions designed and implemented to meet each client's specific and unique requirements, leveraging their existing investments while laying the groundwork for modernization and expansion. From web-based applications to enterprise data warehousing, big data and analytics, and business intelligence, we deploy and manage diverse platforms and hosting environments that meet the government's cybersecurity and privacy requirements.

Job Summary:

The Help Desk Specialist understands and applies the fundamentals of customer service, incident response, problem response, and change management. The successful candidate will use problem management database and help desk systems as the primary problem tracking and resolution tool.

Essential Functions:

The successful candidate will demonstrate the following capabilities:

1. Creates and manages escalation procedures and ensures service levels are maintained
2. Documents, tracks, and monitors problems to ensure resolution in a timely manner
3. Escalates customer/application problems to functional or programming staff as needed and works directly with support staff towards problem resolution
4. Experience in research, isolation, and resolution steps
5. Responds to and diagnoses problems through interaction with users and determines problem recognition

Education and Experience:

This position requires a minimum of an Associate's degree and three or more years of progressively responsible experience in Helpdesk Support, specifically Momentum, Unified Financial Management Systems (UFMS), and two or more years of work experience working in an acquisition/procurement or similar environment.

Work Authorization and Additional Requirements:

This position requires US citizenship.

Candidates must be willing to pass a company background check.

We are an equal opportunity employer and value diversity. All employment is assessed on qualifications, merit, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected categories covered under local law.