What are the responsibilities and job description for the Help Desk Specialist position at HRUCKUS?
Veteran Firm Seeking Helpdesk Specialist for Remote Assignment in Arlington, VA
My name is Stephen Hrutka, and I lead a Veteran-owned firm in Washington, DC, focused on Supply Chain, Strategic Sourcing, and Technical/Cleared Recruiting.
HRUCKUS helps other veteran-owned businesses recruit for positions across the SBA, HHS, DARPA, and other cutting-edge R&D-related defense agencies.
Our newest client is looking for a Helpdesk Specialist with 2-5 years of experience installing, configuring, upgrading, and troubleshooting Commercial-off-the-shelf (COTS) and IRS-developed software, scanners, laptops, and printers.
If you’re interested, I'll gladly provide more details about the role and further discuss your qualifications.
Thanks,
Stephen M Hrutka
Principal Consultant
www.hruckus.com
Responsibilities:
- Perform remote work of installs, configurations, upgrades, and troubleshooting.
- Maintain Information Technology systems, including workstations, peripherals, software (Commercial-off-the-shelf (COTS) and IRS-developed software), scanners, laptops, and printers.
- Receive, respond to, and ensure complete resolution of any Enterprise Service Desk (EDS) contacts; document actions taken; give needed guidance and training to customers to prevent recurrences; and assist Service Desk specialists in resolving complex problems.
- Perform remote work on the web queue inventory.
- Provide telephone customer support as required.
- Follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
- Assist multiple customers at a time when possible.
- Open and monitor the status of trouble tickets and add pertinent information to the automated trouble ticket system (KISAM) to include steps leading to resolution.
- Perform essential network functions and troubleshoot systems, such as but not limited to verifying network connectivity, verifying IP addresses, connecting to the customer’s system remotely, adding and removing systems from the domain, etc., as well as coordinating with the other service providers, according to the Knowledge articles to troubleshoot customer’s issues.
- Knowledgeable of business operations related to an Enterprise Service Desk environment and systems.
- Troubleshoot and resolve end-user hardware and software problems.
- Provide updates, as appropriate, to Knowledge Articles that are no longer accurate.
- Adhere to all Customer Service Support (CSS) policies and processes.
- Adhere to an average handle time of 20 minutes, then follow the escalation process.
Qualifications:
- 2-5 years of Help Desk experience.
- Ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
- Ability to perform essential network functions and troubleshoot systems.
- Ability to multi-task and assist multiple customers in a chat or phone session.
- Knowledge of business operations related to an Enterprise Service Desk environment and systems.
- Familiarity with Knowledge Incident/Problem Service and Asset Management (KISAM) preferred.
- Familiarity with the IRS environment is preferred.
- Ability to obtain Public Trust.
Benefits:
- Health/Medical
- Vision
- Dental
- 401k match 4%
- 1-week vacation
- Sick Time
Salary : $20 - $22
