Help Desk Specialist Job Description (24/7 Support)
(Secret Clearance and Security required)
Primary Duty:
1. Provide tier I support, answering phone calls from customers
2. Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the Remedy ticketing system.
3. Applying excellent working knowledge of PC software and hardware to provide multi-tiered customer support for network connectivity, VPN, software applications, desktop peripherals, network account management, and hardware related issues via email, phone, remote assistance tools, and desk-side assistance. Performs hardware diagnostics and coordinates repairs.
Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.