Help Desk Specialist

Description

The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users. 

All candidates must be able to undergo a federal background investigation.

Duties include:

• Provide phone and email support to users
• Employ the Help Desk module of the website to track and manage help desk tickets from users
• Provide Tier 1 and Tier 2 support to users and escalate Tier 3 issues
• Provide documentation support for the website application
• Contribute the development of training videos, as necessary

Experience and Education:

• Performs work under general supervision
• Handles complex issues and problems, and refers more complex issues to more experienced staff
• Experience providing help desk support, including troubleshooting user issues
• Working knowledge of Microsoft operating system, Windows environment, and web applications
• Requires bachelor's degree
• Requires at least 5 years of experience

Expertise (Required):

• Strong customer service skills
• Excellent communication skills
• Excellent analytical and troubleshooting skills
• Ability and desire to provide excellent customer service to internal and external customers
 

Additional Expertise (Desired but not mandatory):

• Grants management

EOE M/F/Disability/Vet

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