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Help Desk Specialist

C2 Essentials
Mc Lean, VA Full Time
POSTED ON 2/3/2025
AVAILABLE BEFORE 4/28/2025

The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.

All candidates must be able to undergo a federal background investigation.

Duties include :

  • Provide phone and email support to users
  • Employ the Help Desk module of the website to track and manage help desk tickets from users
  • Provide Tier 1 and Tier 2 support to users and escalate Tier 3 issues
  • Provide documentation support for the website application
  • Contribute the development of training videos, as necessary

Experience and Education :

  • Performs work under general supervision
  • Handles complex issues and problems, and refers more complex issues to more experienced staff
  • Experience providing help desk support, including troubleshooting user issues
  • Working knowledge of Microsoft operating system, Windows environment, and web applications
  • Requires bachelor's degree
  • Requires at least 5 years of experience

    • Expertise (Required) :

  • Strong customer service skills
  • Excellent communication skills
  • Excellent analytical and troubleshooting skills
  • Ability and desire to provide excellent customer service to internal and external customers

    • Additional Expertise (Desired but not mandatory) :

  • Grants management

    • EOE M / F / Disability / Vet

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