Help Desk Support Specialist

Council for Logistics Research, Inc. McLean, VA 

www.clr-web.com

Benefits Offered: 401k

Employment Type Part-Time

Hourly Rate: $25-$30, based on experience

Supervises: No

Must be US Citizen and be able to pass a DHS Full Scope Background Investigation

Description of Work:

Due to our continuous growth on two multi-year contracts within the Office of the Chief Medical Officer at Customs and Border Protection we are seeking four Help Desk Support Specialists. The candidates are expected to demonstrate intermediate to journeyman level knowledge of providing help desk style technical support to end-users of government applications. The candidates will serve to provide help desk support to end-users of CBP’s Electronic Medical Records system, Amenities, Property, & Identification Program, and other applications as deemed necessary.

Duties & Responsibilities:

• Answer phone calls transferred from CBP Technology Service Desk related to CBP Electronic Medical Records, Amenities, Property, & Identification Program, or any other application deemed necessary by the PMO.
• Answer emails related to the support of CBP Electronic Medical Records, Amenities, Property, & Identification Program, or any other application deemed necessary by the PMO.
• Generate and document all help desk services in the CBP identified system of record.
• Provides tier one and tier two support to end users of above applications.
• Handles problems that CBP Technology Service Desk is unable to resolve.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Maintains current and high level of technical skill related to PMO applications.
• Escalates more complex (tier 3) problems to appropriate team.
• Other duties as assigned.

Required Education, Skills, and Experience:

• High School Diploma or G.E.D required.
• Associates in a technical discipline is preferred.
• 3 years of experience in related field (technical support, help desk support, etc.).
• Excellent communication and consulting skills with the ability to work independently.
• Experience with trouble shooting production issues.
• Experience with coaching users through multiple screens to complete a task.
• Must be able to read, write, and communicate in English fluently.
• Must be willing to work nights, weekends, and holidays.

CLR and its subcontractors shall abide by the requirements of 41CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation, and gender identity. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, gender identity and sexual orientation, protected veteran status or disability.