What are the responsibilities and job description for the Helpdesk Support Service Specialist, Junior position at EMW, Inc.?
- Serve as the first point of contact for customers seeking technical assistance
- Identify issues, provide accurate information in IT ticketing system for each call
- Respond to incoming calls and messages in a timely manner throughout shift
- Follow all communication procedures, policies, and guidelines
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Work with customer to resolve issues
- Identify and escalate priority issues
- Contribute to creation of support documentation
- Attend meetings and training, review training material to stay up-to-date on changes
- Security certification
- A certification
- Windows 10 Desktop Support Technician (70-685), or Windows 10 Configuring (70-680), or Troubleshoot & Support Windows 10 in the Enterprise (MS-6293)
- Secret Security Clearance
- Desired Skills: • Good problem-solving, analytical, and team-working skills • Knowledge of DOD Information Assurance standards, policies and procedures • Knowledge of service desk software and remote-access systems • Knowledge of current MS Windows OS and MS Office versions • Knowledge of computer systems, printers, mobile devices and other tech products • Excellent communication skills, customer-oriented approach • An openness to learning new technologies • Proficiency in English
- Desired Technical Experience: • Experience as a service desk technician or other technical customer support role • Usage and troubleshooting of computer systems, mobile devices and other tech products • Ability to diagnose and resolve basic computer/network/software issues • Usage of IT ticketing systems and various support software
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