Help Desk Support Specialist

Description

The Help Desk Specialist will provide superior customer service in support of the Enterprise Service Desk. As the Help Desk Specialist, you will serve as the end-user’s single point of contact for reporting all IT service-related issues, initiate requests for all IT services contained in the IT Service Catalog and assist with any question concerning IT services. 

Specific Responsibility

• Responsible for providing technical assistance and support related to computer systems, hardware, or software. 
• Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. 
• Responds to email or chat messages for customers seeking help. 
• Walks customers through problem-solving process. 
• Runs diagnostic programs to resolve problems. 
• Follows up with customers to ensure issue(s) were resolved. 
• Gains feedback from customers about system usage. 
• Runs reports to determine malfunctions that continue to occur. 
• Creates a ticket in the approved incident management system for all support calls received, or route user support calls to appropriate IT Help Desk. 
• Attempt First Call Resolution (FCR) for all requests received. 
• Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution. 
• Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts 

Requirements

Qualifications

• Bachelor’s Degree with two (2) years of relevant experience is desired, but experience can be substituted in lieu of a degree 
• Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written. 
• Must be able to handle confidential information with discretion. 
• Must be detail oriented with the ability to manage multiple tasks. 
• Motivated self-starters. 
• Attention to detail 
• Operational experience with ServiceNow 
• Experience in the Intelligence Community 
• Exhibit excellent customer service, organizational and time management skills 
• DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A+ CE or Security+ CE Certification or be able to obtain certification within 6 months of hire date.  

Physical Requirements and Work Environment

• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. 

Company Description

Obsidian Solutions Group LLC (OSG) is a fast-growing professional services firm based in Fredericksburg, VA. We create value for our customers by delivering technology-enabled & mission-oriented technical solutions that solve complex problems, protecting people, information, and assets. Our core capabilities are in providing Enterprise IT, Intelligence Analysis, Production & Development and Knowledge-Based Professional Services Solutions that enable the customer’s mission. Obsidian Solutions Group LLC is a service-disabled, veteran-owned small business.

A career at Obsidian Solutions Group means you are able to put your expertise, credentials, and talents to great use working with customers in the DOD and Intelligence Community, while enjoying the excitement of working in a fast-growing organization committed to making a difference for our customers and in our community. Contribute independently and collaboratively alongside our amazing team of doers and thinkers. Obsidian Solutions Group is small enough to offer a family atmosphere yet large enough to deliver a highly competitive compensation package. We hire and retain the best in the industry, offering exceptional benefits that protect the well-being of our employees, their spouses and domestic partners, and their families.

Our corporate philosophy is centered on hiring and retaining employees with the requisite skills, professional experience, personal commitment, and ethical standards necessary to foster a culture of operational excellence necessary to surpass our customer’s expectations.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Obsidian Solutions Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and gender identity), national and ethnic origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, protected veteran status, and any other non-merit factor, or any other characteristic protected by law.