Help Desk Specialist

Helpdesk Specialist Location Work location is in the Washington DC Metro area. Experience Experience should include general knowledge of microcomputer hardware components such as hard drives, CD-ROMs, floppy drives, modems, memory, etc. This expertise will allow the operator to provide direct first level assistance to users or to accurately determine problem type and priority. Primary Duties/
Responsibilities

• Provide front-line, tier 1, technical support for customers requesting IT assistance
• Answer telephone and e-mail requests from customers via the IT Customer Support Center call center phone line or Exchange e-mail mailbox
• Assist users over the phone, escalate to technicians if needed, log/track work orders in Track-It database call center software, and send out Quality Survey’s to customers when work orders are closed out in Track-It!
• Facilitate “mass” e-mail messages to FNS community, as needed and requested by TSB federal representatives
• Duplicate CD-ROMs for customers, facilitate and coordinate walk-in requests for printer, software, computer installation and repairs
• Maintain, monitor, and manage the call center Track-It! work order tracking system
• Deliver Track-It! reports to customer representatives, as requested/needed
• Maintain PC and peripheral equipment inventory lists and reports

Skills Extensive hands-on knowledge

• Basic user level knowledge of microcomputer Windows operating systems such as 2000 and XP
• Ability to key at least 25 wpm to ensure call data is entered into the call tracking software application (currently Track-It!) as the calls are received
• At least two years experience using microcomputers and entering data into a database, and two years help desk experience in a similar LAN/technical support environment
• Outstanding command of verbal and written English, interpersonal skills and good communication skills to ensure accurate and rapid understanding of problems and communication of solutions or scheduling of follow-up technical assistance