What are the responsibilities and job description for the Help Desk Support Specialist position at Obsidian Solutions Group LLC?
Description:
Location: Ft. Belvoir, VA
Position: Full-time
The Help Desk Specialist will provide superior customer service in support of the Enterprise Service Desk. As the Help Desk Specialist, you will serve as the end-user’s single point of contact for reporting all IT service-related issues, initiate requests for all IT services contained in the IT Service Catalog and assist with any question concerning IT services.
Specific Responsibility
- Responsible for providing technical assistance and support related to computer systems, hardware, or software.
- Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
- Responds to email or chat messages for customers seeking help.
- Walks customers through problem-solving process.
- Runs diagnostic programs to resolve problems.
- Follows up with customers to ensure issue(s) were resolved.
- Gains feedback from customers about system usage.
- Runs reports to determine malfunctions that continue to occur.
- Creates a ticket in the approved incident management system for all support calls received, or route user support calls to appropriate IT Help Desk.
- Attempt First Call Resolution (FCR) for all requests received.
- Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
- Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
- Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written.
- Master’s Degree and 4 years of relevant experience OR
- Bachelor's Degree and 6 years relevant experience OR
- Associate's Degree and 8 years relevant experience OR
- HS / GED Degree and 10 years relevant experience
- Operational experience with ServiceNow
- Experience in the Intelligence Community
- Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A CE, CCNA-Security, CND, Network CE, SSCP, within 6 months of hire
- TS/SCI Clearance
- Must be able to handle confidential information with discretion.
- Must be detail oriented with the ability to manage multiple tasks.
- Motivated self-starters.
- Attention to detail
- Operational experience with ServiceNow
- Experience in the Intelligence Community
- Exhibit excellent customer service, organizational and time management skills
- DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A CE or Security CE Certification or be able to obtain certification within 6 months of hire date.
Physical Requirements and Work Environment
- While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
- Available Shifts: Morning
