administration | Help Desk Specialist - 1853 in Monroe, WA

Help Desk Specialist - 1853

  • The MIL Corporation (MIL)
  • $62,340.00 - 98,210.00 / Year *
  • 25925 Ben Howard Rd
  • Monroe, WA 98272
  • Full-Time



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Summary
The MIL Corporation seeks a Help Desk Specialist to support a Federal Government client at our Washington, DC 20005 location. The Help Desk Specialist will provide support for 5,000+ end users.

Responsibilities
Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into ServiceNow Incident tracking system
Provide telephone, email and remote support for 5,000+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics
Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary
Communicate with the end user regarding their incident, through their corresponding ServiceNow ticket
Determine priority based on problem information and documented guidelines
Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members
Consistently apply customer service best practices
Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)
Verify with the customer the problem has been resolved before resolving the ticket

Required Qualifications
2 years of help desk experience
Very good troubleshooting and problem-solving skills with desktops, laptops and Dell PC's
Great attention to detail
Very good customer service experience
Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
Experience with troubleshooting network printers
Knowledge of Windows Operating Systems, Windows 7
Knowledge of Networking
Experience with Microsoft Office Suite

Desired Qualifications
Associates Degree in Computer Science, Engineering or a related technical discipline
Security +, A+, MCTS, MCITP certifications

Education
HS/GED

Clearance
Public Trust


The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. #CB


Associated topics: assistance, deskside, desktop, network, patient, support specialist, technical, technical support, technician iii, technician iv


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.