Help Desk Specialist

Take2 Consulting, LLC; Colorado Springs (CO); On-site; USD 20,664 - 27,552; Full time

Job summary

A staffing and recruiting firm seeks an entry-level Helpdesk Support Technician based in Colorado Springs, CO. Responsibilities include assisting customers with technical issues, logging problems, and maintaining service agreements. Candidates must have an active Secret clearance and be US citizens without dual citizenship. This is a full-time position with rotational on-call requirements.

Qualifications

• Must be a US citizen with no dual citizenship due to federal requirements.
• Active Secret clearance is required.
• 0-3 years of experience in Helpdesk/Service Desk or equivalent in customer service.

Responsibilities

• Provide first point of contact for technical assistance.
• Assist customers, troubleshoot, and coordinate technical support.
• Record events and problems in logs.

Skills

Customer service

Technical troubleshooting

Incident Management Ticketing System

Job description

Base pay range

$15.00/hr - $20.00/hr

Specific Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support.
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Direct unresolved issues to the next level of support team member
• Establish phone bridge with next level of support and customer leads per SOP’s
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Requirements

• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
• Active Secret clearance is required.
• Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
• Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. This includes being on-site during the transition period. Must be based around Colorado Springs, CO.
• 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
• 0-3 or more years of experience utilizing any Incident Management Ticketing System such as Remedy v20.02 or ServiceNow

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Staffing and Recruiting