Help Desk Specialist

Indiaabroad2; Dumfries (VA); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is looking for a Remote Help Desk Specialist to join their dynamic team. In this role, you will provide essential remote support to staff and customers, ensuring effective troubleshooting and resolution of hardware and software issues. With a strong emphasis on customer service, you will assist users in navigating technical challenges while maintaining high standards of communication. This position offers the opportunity to work from home while contributing to a mission-driven organization that values honor, courage, and commitment. If you are passionate about technology and customer support, this role is perfect for you.

Qualifications

• 1-2 years of IT help desk support experience required.
• Strong customer service skills, both oral and written.

Responsibilities

• Provide remote support to US staff and CI customers.
• Troubleshoot and resolve problems on desktop and laptop computers.

Skills

Customer Service

Help Desk Support

Troubleshooting

Operating Systems

ServiceNow Ticketing Systems

Desktop Computers

Event Ticketing

IT Escalation

Laptops

Education

High School Diploma

Associate’s Degree in IT

Tools

ServiceNow

Job description

• Terrestris LLC 18027 Dumfries Shopping Plaza, Suite 7. Dumfries, VA 22026

Founded by a Marine Corps Veteran, and rooted in the USMC values of Honor, Courage, and Commitment, Terrestris, LLC is a service-disabled veteran-owned small business (SDVOSB) and SBA-certified 8(a) firm, specializing in Human Capital solutions, programmatic support, Information Technology, and Science and Technology services. Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

• Skills: Customer Service, Contact Centers, Desktop Computers, Event Ticketing, Help Desk Support, IT Escalation, Laptops, Operating Systems, ServiceNow Ticketing Systems

What does a typical day look like for the Remote Help Desk Specialist?

You Will

• Provide remote support to other US staff and to CI customers.
• Aid in user account management, including but not limited to adding, removing, and maintaining account access to various resources.
• Apply customer service and customer support principles and methods.
• Install systems in customer organizations.
• Install primary and peripheral computer software and hardware.
• Troubleshoot and resolve problems on desktop computers, laptop computers, and/or applications or software for customers.
• Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications.
• Test and debug programs according to detailed requirements and submit results.
• Provide support in customer service, help resolve user accounts, and troubleshoot the configuration of software and/or Operating Systems.
• Provide support in testing software deployment by testing and submitting survey results.

What qualifications do you look for?

You might be the Specialist we’re looking for if you have:

• Proficiency in laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both oral and written.
• 1-2 years of IT help desk support experience.
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance with US Standards and practices.
• An ability to follow knowledge articles and articulate instructions in a chat, phone, email, and within the documentation of a support session to assist customers.
• An ability to assist multiple customers at a time when possible.
• An ability to open and monitor the status of trouble tickets and add pertinent information into the current US ticketing system, Service Now or any other required ticket documentation system, to include steps leading to resolution or escalation.
• Customer service experience in a call center or equivalent.
• Ability to work remotely from home.
• High school diploma or equivalent.
• Associate’s degree in IT or equivalent experience preferred.
• Must be a US citizen.

Terrestris LLC

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