Help Desk Technician

Everforth, Inc.; United States; On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Benefits - Everforth ECS

Job summary

ECS Federal is seeking a Help Desk Technician for night shift to provide remote technical support to DoD and Government customers using the DISA Storefront ordering software.

You will troubleshoot, educate users, and guide them through step-by-step solutions, while managing tickets and contributing to knowledge base articles. SECRET clearance eligibility is required, with access to JIRA and ServiceNow.

Qualifications

• Customer service oriented help-desk specialist for night shift.
• Able to troubleshoot and resolve issues for DoD/government users.
• Proficient with ticketing systems and incident management.

Responsibilities

• Communicate with users via phone, email, chat, or ServiceNow to understand the problem and guide solutions.
• Provide step-by-step guidance to users to navigate software and resolve issues.
• Deliver guidance on new software/features and best practices for the ordering tool.
• Resolve account and login issues.
• Manage and track user issues through a ticketing system with timely resolution.
• Gather user feedback to identify software or process improvements.
• Identify and document bugs and pain points for future releases.
• Create and maintain user manuals and troubleshooting guides.

Skills

Customer service

Troubleshooting

Communication

Tools

JIRA

ServiceNow

Help Desk tools

Job description

ECS is seeking a Help Desk Technician (Night Shift) to work remotely.

Looking for a motivated, customer service oriented help-desk specialist for a night shift position with ECS Federal. You will provide technical support to DoD and Government customers using DISA Storefront ordering software. This includes troubleshooting, resolving problems, and ensuring users can effectively utilize the software by providing user education and training.

• Communicate with users via phone, email, chat, ServiceNow incident management, etc. to understand the problem and guide them through solutions.
• Provide step-by-step guidance to users, helping them navigate software and resolve issues independently.
• Provide guidance to users on new software or features and provide best practices with using the ordering tool.
• Resolve account and login issues.
• Manage and track user issues through a ticketing system, ensuring timely resolution.
• Gather feedback from users to identify areas for improvement in the software or support processes.
• Proactively look for order issues and resolve even if not reported by the user.
• Identify and document software bugs, defects or issues and customer pain points to be incorporated in future release.
• Create and maintain documentation like user manuals and troubleshooting guides.

Salary Range: $30.00 - $35.00/hr.

General Description of Benefits

Requirements:

SECRET Clearance eligible or held

JIRA

Help Desk tools

Req Benefits:

Benefits - Everforth ECS