Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation develop spreadsheets, briefings, and other program documents.
Provide initial support and analysis for classification, ticket ownership, monitoring, tracking and communication, resolution, and recovery of incidents not assigned to Tier 2.
Enter datasets related to the contract, compile, perform analysis and reconciliation.
Closure of incidents, monitoring the status and progress towards a resolution of the assigned ticket and communication to those involved in the incident as needed.
Review calls and emails for accuracy.
Submit monthly QA reports for each assigned analyst.
Conduct monthly QA check-in meetings and other meetings as needed.
Ensure new processes are adopted by all assigned analysts.
Review documentation to ensure enforced process and documented process are the same.
Update QA documentation as needed.
Perform QA on any analysts that are undergoing QIP.
Submit monthly self-service ticket QA report.
Assist leads in coaching/training as needed.
Other duties as assigned.

High School diploma or GED required.
1 year of Service/Help desk or customer service support experience.
Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office, Suite and use of ticketing Software (Remedy/Service Now).
Secret Security Clearance required.
Must be able to pass a background check.
Minimum Skills Required: Must possess problem-solving skills.
Exceptional communication skills, both oral and written.
Ability to respond effectively to customers with a sense of urgency.
Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
Highly motivated with the ability to handle and manage multiple tasks at any one time.
Ability to forge new relationships, individual and teaming in nature.
Must be a Self-starter, that can work independently and as part of a team.

Help Desk Specialist

Key skills