The Help Desk Specialist I provide phone and in-person level 1 end user support for the over 800 personnel within the Environment and Natural Resources Division to accurately and efficiently resolve the maximum number of fielded calls/emails possible. Applying excellent working knowledge of PC software and hardware to provide multi-tiered customer support for network connectivity, VPN, hardware related issues, software applications, desktop peripherals, and a variety of user issues via email, phone, remote assistance tools, and desk-side assistance. The Help Desk Specialist I will be a critical partner for First Call Resolution (FCR) incident resolution and documentation of best practices/protocols.

• 1-3 years of relevant IT customer service work experience.
• Strong communication skills with established ability to troubleshoot and resolve technical problems for users over the phone.
• Experience with working through remote access software to offer distant assistance to users.
• Experience providing “desk-side assistance” (e.g, on premise with impacted employee).
• Experience maintaining problem-tracking databases by entering clear and concise information into the (Remedy Salesforce) ticketing system.
• Experience trouble shooting basic infrastructure/network connectivity concerns.
• Experience trouble shooting general hardware concerns: General PC, Tablet (HP & Windows) and Mobile devices.
• Experience trouble shooting baseline applications: Windows 10, Microsoft Office Suite, Outlook, Remedy (ITSM), Microsoft Office 365, Salesforce DB, ActivID ActivClient, Adobe Acrobat, Adobe Connect Meeting Add-in, Adobe Flash, Autodesk Design Review, Autodesk DWG TrueView 2018, Skype, Cisco AnyConnect, Cisco WebEx Meetings, Citrix Receiver 14.6, EPA Enforcement Economic Models, Esri ArcReader, Google Chrome, Google Earth, IBM BigFix Client, Java, Lexis for Microsoft Office, LexisNexis CaseMap, LexisNexis NoteMap, LexisNexis Sanction, LexisNexis TextMap, LexisNexis TimeMap, Microsoft Office 2016, Microsoft Visio Viewer 2016, OpenText eDocs DM, PSR Viewer, Pure Edge Viewer, Relativity Web Client, Relativity Web Client Manager, Rumba 9.5, Seiko Smart Label Printer, SmartDraw 2017 Stenograph Case View Net, Thompson Reuters Drafting Assistant, Thompson Reuters E-Transcript Bundle Viewer, WinZip.
• High School Diploma. Bachelor or advanced degree preferred.
• Must be a United States Citizen with proficiency in spoken/written English. ·
• Must be eligible for Public Trust clerance.

PTO

Holidays

401k

Health Benefits package including Medical, Dental, Vision, Life insurance, short- and long-term disability.

American Operations Corporation is an EEO employer and does not discriminate on the basis of race, religion, disability, veteran status, gender or sexual orientation.