Remote Help Desk Specialist

Terrestris Global Solutions; Richmond (KY); Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Disability benefits

Retirement plans

Paid leave

Professional development

Tuition assistance

Work-life programs

Job summary

Terrestris Global Solutions seeks a TemporaryRemote Help Desk Specialist to support IRS Criminal Investigation. The role requires US citizenship, 1+ year IT help desk experience, and a high school diploma.

Work remotely from home, assisting CI and US staff with hardware/software issues and ticket management. You will install systems, software, and peripherals, troubleshoot problems, and educate end users on options for self-service while adhering to US standards.

Qualifications

• US citizen required.
• 1+ year IT help desk experience.
• High school diploma or equivalent.
• Proficiency with laptops/desktops, OS, and hardware.
• Ability to follow knowledge articles and provide instructions via chat/phone/email.
• Ability to assist multiple customers concurrently.
• Ability to open and monitor trouble tickets in the ticketing system.
• Customer service experience in a call center or equivalent.
• Ability to work remotely from home.
• Associate’s degree in IT or equivalent preferred.

Responsibilities

• Provide remote support to US staff and CI customers.
• Assist with user account management (add/remove access).
• Apply customer service and support principles in daily work.
• Install systems in customer organizations.
• Install software/hardware for customers.
• Troubleshoot and resolve desktop/laptop problems and applications.
• Participate in remote chat service delivery for configuration and software issues.
• Test and debug programs per requirements and report results.
• Provide support in customer service and ticket resolution.
• Support software deployment testing by submitting survey results.

Skills

Customer service

Remote support

Computer hardware

Operating systems

Account management

Education

High school diploma

Associate’s IT degree

Tools

ServiceNow

Job description

Are you looking for a Challenge?Looking for an innovative organization and the opportunity to learn and grow professionally? We are seeking a TemporaryRemote Help Desk Specialist to support the Internal Revenue Service (IRS) Criminal Investigation (CI).

I’ve never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Remote IT Help Desk Specialist at Terrestris do?

Big picture, the Help Desk Specialists User Support (US) provides Helpdesk (HD) support to over 4000 customers at over 250 posts of duty (POD) nationwide and several international offices. In addition to responding to customers via the telephone and other services, contractors will help educate the customers regarding options for self-service, as appropriate, and process tickets from the various ticket queues. Employees will provide support in ensuring emails are addressed timely by responding to the email or processing the request. Employees will also provide support in resolving customers' problems via ticket queue, whether it will be reaching out to resolve an issue or escalating to a service provider for further triaging.

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

• 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?

• Must be a US citizen.
• 1+ year of IT help desk support
• High school diploma or equivalent.
• Proficiency in laptop and desktop computers, operating systems, and hardware technologies and strong customer service skills, both oral and written.
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
• An ability to follow knowledge articles and articulate instructions in a chat, phone, email, and within the documentation 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, ServiceNow or any other required ticket documentation system, to include steps leading to resolution or escalation.
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
• Customer service experience in a call center or equivalent.
• Ability to work remotely from home.
• Associate’s degree in IT or equivalent experience preferred.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT © 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved. "