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