What are the responsibilities and job description for the Help Desk Specialist position at Eagle Technologies, Inc.?
Company Introduction:
Eagle Technologies, Inc. is an innovative information technology company that designs, develops, and manages solutions for government and corporate clients. We deliver end-to-end solutions designed and implemented to meet each client's specific and unique requirements, leveraging their existing investments while laying the groundwork for modernization and expansion. From web-based applications to enterprise data warehousing, big data and analytics, and business intelligence, we deploy and manage diverse platforms and hosting environments that meet the government's cybersecurity and privacy requirements.
Job Summary:
The Help Desk Specialist understands and applies the fundamentals of customer service, incident response, problem response, and change management. The successful candidate will use problem management database and help desk systems as the primary problem tracking and resolution tool.
Essential Functions:
The successful candidate will demonstrate the following capabilities:
- Creates and manages escalation procedures and ensures service levels are maintained
- Documents, tracks, and monitors problems to ensure resolution in a timely manner
- Escalates customer/application problems to functional or programming staff as needed and works directly with the support staff towards problem resolution
- Experience in research, isolation, and resolution steps
- Responds to and diagnoses problems through interaction with users and determines problem recognition
Education and Experience:
This position requires a minimum of Associate's degree and three or more years of progressively responsible experience in Helpdesk Support, specifically Momentum, Unified Financial Management Systems (UFMS) and two years or more of work experience working in an acquisition/procurement or similar environment.
Work Authorization and Additional Requirements:
This position requires US citizenship.
Candidates must be willing to pass a company background check.
We are an equal opportunity employer and value diversity. All employment is assessed on qualifications, merit, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected categories covered under local law.