C2 Essentials
Help Desk Specialist
C2 Essentials, Mc Lean, Virginia, us, 22107
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
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