Help Desk Specialist

Information Sciences Corporation - Washington, DC

Full-timeEstimated: $45,000 - $59,000 a year
Helpdesk Specialist Location Work location is in the Washington DC Metro area. Experience Experience should include general knowledge of microcomputer hardware components such as hard drives, CD-ROMs, floppy drives, modems, memory, etc. This expertise will allow the operator to provide direct first level assistance to users or to accurately determine problem type and priority. Primary Duties/
Provide front-line, tier 1, technical support for customers requesting IT assistance
Answer telephone and e-mail requests from customers via the IT Customer Support Center call center phone line or Exchange e-mail mailbox
Assist users over the phone, escalate to technicians if needed, log/track work orders in Track-It database call center software, and send out Quality Survey’s to customers when work orders are closed out in Track-It!
Facilitate “mass” e-mail messages to FNS community, as needed and requested by TSB federal representatives
Duplicate CD-ROMs for customers, facilitate and coordinate walk-in requests for printer, software, computer installation and repairs
Maintain, monitor, and manage the call center Track-It! work order tracking system
Deliver Track-It! reports to customer representatives, as requested/needed
Maintain PC and peripheral equipment inventory lists and reports
Skills Extensive hands-on knowledge
Basic user level knowledge of microcomputer Windows operating systems such as 2000 and XP
Ability to key at least 25 wpm to ensure call data is entered into the call tracking software application (currently Track-It!) as the calls are received
At least two years experience using microcomputers and entering data into a database, and two years help desk experience in a similar LAN/technical support environment
Outstanding command of verbal and written English, interpersonal skills and good communication skills to ensure accurate and rapid understanding of problems and communication of solutions or scheduling of follow-up technical assistance