Helpdesk Specialist I

• First-level support of all inbound calls, generating an Incident for all new issues.
• Accurately logging, ticketing, and tracking/owning all incidents.
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Efficiently and accurately resolving all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.

Do you have experience in Technical Proficiency?, Do you have a High school diploma or GED?, * High School with 4 Years Experience (or 2 years experience with an Associates degree, 0 years

experience with a Bachelors degree or higher)

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Strong critical thinking skills that facilitate expedient problem solving
• Must be capable of supporting and maintaining proficiency for a wide range of services
• The ability to effectively communicate technical matters to a non-technical audience
• Strong customer service and communications skills
• Must be able to multi-task in a fast-paced environment with shifting priorities
• Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
• Familiar with Service Desk support methodology

Desired Qualifications:

• Familiarity with Military Health Systems is preferred
• Relevant technical certifications preferred
• Familiar with ITIL (certification preferred)
• HDI certification preferred