Help Desk Specialist

Description

As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

Responsibilities:

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Direct unresolved issues to the next level of support team member
• Establish phone bridge with next level of support and customer leads per SOP’s
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Qualifications

Requirements:

• Due to federal requirements, only US Citizens can be considered, candidates with dual citizenship cannot be considered
• Active Secret clearance is required
• Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship
• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule
• 0-3 or more years of experience in Helpdesk/Service Desk/Call Center OR equivalent experience in customer service
• 0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
  • Remedy v20.02
  • ServiceNow
  • Other, comparable systems

​​​EEO Employer:

RELI Group is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

HUBZone:

We encourage all candidates who live in a HUBZone to apply. You can check to see if your address is located in a HUBZone by accessing the SBA HUBZone Map.

The annual salary range for this position is $45,000 to $52,000. Actual compensation will depend on a range of factors, including but not limited to the individual’s skills, experience, qualifications, certifications, location, other business and organizational needs, and applicable employment laws. The estimate displayed represents the typical salary range for this position and is just one component of the total compensation package for employees. RELI Group provides a variety of additional benefits to its employees. For additional details on the benefits that RELI Group offers click here.

Salary : $45,000 - $52,000