Customer Technical Support Specialist; Help Desk

Dahlgren, VA

Education/

Certifications:

Bachelor’s Degree (desired); IAT Level II

Years of

Experience:

2+ years help desk experience

Clearance Level & Investigation:
Secret / T3

IA Cert Level (DoD 8570.01): IAT Level II

General Duties/Experience (OS2):
Provide daily analytical and program management support to senior level executives. Responsible for overseeing event preparation and correspondence support for key industry events, supporting change/transformation efforts for large programs, and coordinating responses to technical specification and guidance documents related to credentialing and identity management. Provide statistical (descriptive) analysis as required and ad hoc reporting to senior officials as required. Lead small and medium sized projects as required.

• Two (2) years professional experience in Industry, Federal, or DoD Help Desk Support using help desk tools such as BMC’s Remedy and Service Now.
• Designated as IAT II level with T3.
• Bachelor’s Degree desired but not required.
• Professional experience in operations support a plus.

• Operate, maintain, and provide Unified Helpdesk with all required staff to provide effective coverage and support services available to Customer community; meet evolving needs in response to changing and future requirements and optional surge support requirements.
• Oversee helpdesk staff, providing all required expertise and support to perform Helpdesk functions and activities including but not limited to:
  • Managing Helpdesk processes.
  • Incident management and resolution.
  • Problem management and resolution.
  • Service request management and fulfillment.
  • Monitoring and event management.
  • Customer relationship management.
  • Knowledge management.
  • Disseminating information regarding planned outages or incidents impacting production services.
  • Providing information to users regarding status/closure of service requests.
  • Soliciting user feedback regarding quality of service provided by Helpdesk.
  • Working with Customer to resolve system access issues.
  • Continual improvement.
  • Providing customers and stakeholders with assistance/end-user training.
  • Resolving and managing trouble calls.
  • Improving customer IT experience.
• Maintain database of important ITSM information such as incidents, changes, user requests, assistance, and resolutions in Customer-provided ITSM Tool; use tool to provide metrics and reports to inform Customer.
• Employ multiple bidirectional channels to communicate with customers; complete all incident resolutions and service requests within established service and operational level agreements; enable and continually improve effective, efficient, and convenient communications between Helpdesk and users while enabling effective integration of user communications into value streams.
• Employ various sources of information including but not limited to industry best practices, customer satisfaction surveys, and human-centric IT Experience surveys and other collected experience data to implement, staff, and operate unified Helpdesk as single point-of-contact that is suitable to meet needs of customers and stakeholders.
• Contact each customer prior to on-site visit to arrange for appointment and acquire additional information needed to resolve incident/problem or fulfill request; provide means to collect customer feedback.
• Collect data for efficient resolution of service requests and incidents; proactively suggest improvements for ITSM Tool.
• Manage Helpdesk processes including capture, routing, tracking, closing, and reporting of service requests and reported incidents.
• Escalate Incidents or Service Requests outside scope of responsibility to appropriate work group.
• Provide digital signage lifecycle support services including design, professional installation, seamless content management, and ongoing maintenance ensuring displays are operational and provide important and timely notices and information.