What are the responsibilities and job description for the Helpdesk Specialist position at take2it?
Overview
Take2 is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission-critical systems in defense of our Homeland. The role involves delivering technical support to users by troubleshooting, researching, and responding to inquiries, ensuring seamless operational efficiency for security and transportation systems.
Education & Certification Requirements
Not specified.
Clearance Requirements
Active Secret clearance required.
Onsite Requirements
This role is onsite in Annapolis Junction, MD, with candidates expected to be available to work on-site during the transition period and to meet ongoing operational needs.
Responsibilities
- Serve as the first point of contact for customer technical assistance via ticket, phone, email, or in person.
- Troubleshoot problems, assist customers, and coordinate technical support efforts.
- Perform account creations, lockouts, and password changes.
- Record events and resolutions in logs; follow-up and update customer status regularly.
- Log and route service requests and incidents in an incident management system.
- Maintain service level agreements related to Desk Side support and incident requests.
- Escalate unresolved issues to higher support levels and coordinate with support teams per SOPs.
- Receive, translate, and input critical time data into the vetting system in various formats, including XML.
Qualifications
- 0–3 or more years of experience in Helpdesk, ServiceDesk, Call Center, or customer service roles.
- Experience utilizing incident management ticketing systems such as Remedy v20.02 or ServiceNow.
- Able to meet recall requirements for 24x7 operation.
Desired Skills
- Familiarity with federal government security and IT support protocols.
- Ability to work effectively in fast-paced, high-stakes environments.
- Strong communication and customer service skills.