Help Desk Technical Support

CSRA - Atlanta, GA3.5

Full-timeEstimated: $39,000 - $51,000 a year
Clearance Level Must Currently Possess:
No Active Clearance Required

Clearance Level Must Be Able to Obtain:
No Active Clearance Required

Public Trust

Job Family:
Customer Support

Job Description:
We are seeking a Help Desk Support Specialist to join our team supporting the Centers for Disease Control and Prevention (CDC) Service Desk in Atlanta, GA. In this role you will provide user support and customer service on the company supported computer applications and platforms. You will provide 100% phone support troubleshooting problems and advising users on the appropriate action. The right candidate will have impeccable attendance, excellent communication skills and be highly skilled in multi-tasking.

The position is for full time employment and will be based at the client's office at 1777 NE Expressway. This position covers the 1st shift, Monday - Friday working an 8 hour schedule around the core business hours of 6:00 am - 6:00 pm. This position allows the opportunity to work from home every other week, once established with the program with successful performance and with manager approval.

Provide outstanding customer support assistance via phone and email in Windows 7, 10 and MAC environments.
Take incoming customer requests over the telephone, log calls in HP Service Center and resolve the technical issues in a timely manner.
Meet SLAs in a high volume call center environment.
Utilize solid MS application experience to troubleshoot customer issues.
Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.
Perform some network administration tasks, including creating new users, assigning rights, resetting passwords, etc.

Required Skills / Experience:
High School Diploma or GED and 2+ years of IT related experience troubleshooting hardware and software, and connectivity issues.
Direct interaction with customers and clients in a corporate environment.
IT Helpdesk/User Support, preferably in a high volume IT call center environment.
Hardware experience such as experience with a variety of Intel based PCs, laptops, and servers, network printers, and/or mobile phones/devices.
Software experience such as experience with Windows 7/10, MS Office including Outlook), MS Exchange, Citrix, Remote Desktop including Windows 7/10 Remote Assistance feature in SMS, and/or TCP/IP.
Knowledge of a Ticketing System.

Desired Skills/Experience:
Highly skilled in multi-tasking
Excellent communication skills
Critical thinking skills and ability to troubleshoot
Impeccable attendance record
MS Certified Desktop Support Technician (MCDST) and MS Certified Systems Administrator (MCSA)
HDI Customer Support Specialist Certification 9CSS) or HDI Help Analyst Certification (HDA)

# of Openings:

Scheduled Weekly Hours:

T elecommuting Options:
Telecommuting Not Allowed

Work Location:
USA GA Atlanta - 1777 Northeast Expy (GAS005)

Additional Work Locations:
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.