Help Desk Associate
4.
0 Annapolis Junction, MD Annapolis Junction, MD Full-time Contract Full-time Contract $49,700 - $59,400 a year $49,700 - $59,400 a year 5 days ago 5 days ago 5 days ago Position Description Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
Essential Job Functions Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
Provides polite and customer friendly service support for problem resolution Attempts to resolve as many incidents during the first contact, or at Tier 1.
Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools Possesses current working knowledge of computers, printers, laptops and common windows applications Works through various types Tier II issues with telephone assist Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability Certifications REQUIRED (MUST HAVE BOTH 120 days after start date):
CompTIA Security
And one of the following:
A
CE (CompTIA) HDI-CSR (Customer Service Representative) HDI-SCD (HDI Support Center Director) HDI-SCA (HDI Support Center Analyst) ITIL Foundation Microsoft Office 365 Education/
Experience:
High School Diploma/ GED
Relevant
Experience:
3 years Associates Degree
Relevant
Experience:
1 year Bachelors Degree
Relevant
Experience:
0 years Masters Degree
Relevant
Experience:
0 years PhD
Relevant
Experience:
0 years Job Types:
Full-time, Contract Pay:
$49,700.
00 - $59,400.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience level:
No experience needed Schedule:
8 hour shift Evening shift Monday to Friday
Experience:
Customer service:
2 years (Required) Help desk:
1 year (Preferred) License/Certification:
CI Polygraph (Preferred) Security clearance:
Top Secret (Required) Ability to Commute:
Annapolis Junction, MD 20701 (Required) Work Location:
In person Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 Annapolis Junction, MD Annapolis Junction, MD Full-time Contract Full-time Contract $49,700 - $59,400 a year $49,700 - $59,400 a year 5 days ago 5 days ago 5 days ago Position Description Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
Essential Job Functions Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
Provides polite and customer friendly service support for problem resolution Attempts to resolve as many incidents during the first contact, or at Tier 1.
Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools Possesses current working knowledge of computers, printers, laptops and common windows applications Works through various types Tier II issues with telephone assist Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability Certifications REQUIRED (MUST HAVE BOTH 120 days after start date):
CompTIA Security
And one of the following:
A
CE (CompTIA) HDI-CSR (Customer Service Representative) HDI-SCD (HDI Support Center Director) HDI-SCA (HDI Support Center Analyst) ITIL Foundation Microsoft Office 365 Education/
Experience:
High School Diploma/ GED
Relevant
Experience:
3 years Associates Degree
Relevant
Experience:
1 year Bachelors Degree
Relevant
Experience:
0 years Masters Degree
Relevant
Experience:
0 years PhD
Relevant
Experience:
0 years Job Types:
Full-time, Contract Pay:
$49,700.
00 - $59,400.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Experience level:
No experience needed Schedule:
8 hour shift Evening shift Monday to Friday
Experience:
Customer service:
2 years (Required) Help desk:
1 year (Preferred) License/Certification:
CI Polygraph (Preferred) Security clearance:
Top Secret (Required) Ability to Commute:
Annapolis Junction, MD 20701 (Required) Work Location:
In person Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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