Help Desk Specialist - Lead

Cornerstone Defense LLC; Reston (VA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision Plans

Generous PTO Policy

401(k)

HSA and FSA options

Life and Disability Insurance

Tuition Reimbursement and Training

Perks at Work Discount Program

Referral Program

Leads Generation Program

CollegeAmerica 529

Fitness Reimbursement Program

Travel Assistance

Norton Lifelock Benefit Solutions

Life Planning Financial & Legal Services

Job summary

Cornerstone Defense LLC in Springfield, VA, is looking for a Help Desk Specialist – Lead to be the first point of contact for customer technical assistance. The role involves troubleshooting technical issues and guiding customers through solutions.

The ideal candidate should have proven experience in customer support, excellent communication skills, and an active Security+ certification. Benefits include medical plans, 401(k), and tuition reimbursement.

Qualifications

• Proven experience in supporting COTS products in a customer support role.
• Good understanding of computer systems and other tech products.
• Ability to diagnose and resolve basic technical issues.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over a ticketing system.
• Perform remote troubleshooting through diagnostic techniques.
• Walk the customer through the problem-solving process.

Skills

Customer-oriented attitude

Excellent communication skills

Ability to diagnose and resolve technical issues

Understanding of Ticketing systems

Education

Active Security+ certification

Job description

Help Desk Specialist – Lead

Springfield, VA

Active TS/SCI with CI Polygraph

Job Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over a ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Performs other related duties as assigned.

Required Experience

• Proven experience in Supporting COTS products in a customer support role.
• Good understanding of computer systems, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Understanding of Ticketing systems.
• Active Security+ certification.

Desired Experience

• Knowledge of the Federal Acquisition lifecycle or commercial contracting.
• Knowledge of Federal financial systems or commercial accounting.
• Experience with Federal government contracting and/or program office organizations.

Benefits Overview

• Medical, Dental and Vision Plans
• Generous PTO Policy
• 401(k)
• HSA and FSA options
• Life and Disability Insurance
• Tuition Reimbursement and Training
• Perks at Work Discount Program
• Referral Program
• Leads Generation Program
• CollegeAmerica 529
• Fitness Reimbursement Program
• Travel Assistance
• Norton Lifelock Benefit Solutions
• Life Planning Financial & Legal Services