What are the responsibilities and job description for the Help Desk Specialist position at Dunhill Professional Search & Government Solutions?
Help Desk Specialist
Telework- San Antonio, TX
Secret Clearance Required
We are looking for an individual to join our team working in a fully remote capacity. This position is a help desk role working on a project with the Department of State (DOS). a great role for someone who is looking to start or advance their federal IT career while utilizing their current clearance!
Job Description : Participates as a member of a team that handles inquiries from users for multiple applications. Performs basic user-problem analyses for the help desk. Assesses the customers’ issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.
- Performs basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
- Collects screenshots and other data for use in troubleshooting, then acts as a liaison between the client and program developers.
- Performs initial problem analysis of the more basic applications and modules, escalates to next level support and triages to technical staff when appropriate.
- Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
- Responsible for knowing when to escalate an incident, resolves basic questions to problems associated with account administration, system navigation / functionality, access and FAQs.
- Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
- Contributes to the preparation of procedure manuals and documentation for help desk use.
- Assists in conducting periodic user satisfaction surveys and tracking user problem trends.
- Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses.
Minimum Qualifications
Other Job Specific Skills
