Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
Provide professional customer service and timely resolution or escalation of issues.
Perform user data corrections and respond to questions.
Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
Send more complicated user issues to appropriate hierarchy for troubleshooting.
Learn fundamental operations of commonly used software, hardware and other equipment.
Accurately log all service requests and document resolutions using call tracking software.
Educate end users on appropriate system use and share technology best practices.
Exercise patience and professionalism during stressful situations.

Must have an active DOD Secret clearance or higher
1+ years of help desk experience preferred
Must be able to work independently and responsibly without direct supervision
Outstanding oral and written communication skills and attention to detail
Technical troubleshooting skills in researching and documenting resolutions
Friendly presence and helpful attitude; good interpersonal skills
Ability to provide technical support over the phone; good phone skills
Accurately and consistently document all work; good writing skills
Good problem-solving skills; ability to visualize a problem or situation and think abstractly
Ability to handle constantly changing flow of traffic; be able to multitask effectively
Working knowledge of standard operating systems, applications, and networking.

Help Desk Technician – Part-Time

Key skills