What are the responsibilities and job description for the Helpdesk -2/ Service Desk Agent Level 2 position at C-HIT?
Job Location: Hybrid Remote and Columbia, Maryland, United States
Job Description: We are seeking a proactive and customer-oriented Service Desk Agent to support users of a Learning Management System (LMS) within a federal agency. In this role, you will provide technical assistance and troubleshooting for users navigating the LMS to complete their training, associated examinations, and completion certifications.
The primary responsibilities of the position include but are not limited to:
- Promote a professional work ethic with the ability to meet commitments and deadlines and take ownership of problems.
- Ensure a superior user experience and help resolve Tier 1 and Tier 2 issues through professional, comprehensive, and timely communication
- Assist users with issues or questions that may arise while using the Cornerstone OnDemand (CSOD) LMS platform
- Support users with:
- Password resets
- Locating learner transcripts
- Resolving problems with account settings
- Navigating the site to access services, training, or examinations
- Monitor all incident and service requests in the ticketing system to ensure that all customers are serviced within the required Service Level Agreement (SLA)
- Create and maintain service desk documentation using our knowledge base system
- Improve customer satisfaction by following the basic support model of ITIL and HDI
- Escalate any issues that require additional technical or management support
Required Skills and Experience:
- Excellent communication skills (written and verbal) and interpersonal skills
- Experience with ticketing tools such as ServiceNow
- Ability to provide support users remotely in a professional manner and environment on a daily basis, and record all issues and solutions in ServiceNow ticketing system.
- Proven experience with coordinating and communicating effectively with end users, other employees, and other departments to maintain high service levels.
- General knowledge of Microsoft Office tool (Outlook, Word, Excel, PowerPoint)
- Capable of obtaining Public Trust security clearance
Desired Skills and Experience:
- At least 1-2 years in a technical position supporting end users locally and remotely
- Certifications in CSOD, ITIL, HDI, and/or Microsoft
- Demonstrated analytical and root cause troubleshooting skills
Must be a US and have lived in the United States at least three (3) out of the last five (5) years.
"C-HIT is an EOE, including disability and veterans."
