What are the responsibilities and job description for the Help Desk Specialist position at Information Sciences Corporation?
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Position
Helpdesk Specialist
Location
Work location is in the Washington DC Metro area.
Experience
Experience should include general knowledge of microcomputer hardware components such as hard drives, CD-ROMs, floppy drives, modems, memory, etc. This expertise will allow the operator to provide direct first level assistance to users or to accurately determine problem type and priority.
Primary Duties / Responsibilities
- Provide front-line, tier 1, technical support for customers requesting IT assistance
- Answer telephone and e-mail requests from customers via the IT Customer Support Center call center phone line or Exchange e-mail mailbox
- Assist users over the phone, escalate to technicians if needed, log / track work orders in Track-It database call center software, and send out Quality Survey’s to customers when work orders are closed out in Track-It!
- Facilitate “mass” e-mail messages to FNS community, as needed and requested by TSB federal representatives
- Duplicate CD-ROMs for customers, facilitate and coordinate walk-in requests for printer, software, computer installation and repairs
- Maintain, monitor, and manage the call center Track-It! work order tracking system
- Deliver Track-It! reports to customer representatives, as requested / needed
- Maintain PC and peripheral equipment inventory lists and reports
Skills
Extensive hands-on knowledge
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