Help Desk Specialist I - Secret Clearance

• Serve as a member of a help desk team handling inquiries from users of multiple applications
• Assess each customer’s issue, perform initial triage, document the problem, create an incident and confirm the customer’s contact information is accurate and complete
• Perform basic user-problem analysis; assist with monitoring network management systems and ensure a prompt, appropriate response to customer requests
• Collect screenshots and other data for troubleshooting and act as a liaison between the customer and program developers
• Escalate to the next level of support and triage to technical staff when appropriate; log and track requests for assistance as a primary user contact
• Resolve basic questions on account administration, system navigation and functionality, access and FAQs
• Help compile and maintain a log of Frequently Asked Questions and help manage and distribute official answers
• Contribute to help desk procedure manuals and documentation; assist with user satisfaction surveys, problem-trend tracking and reports

• Bachelor’s degree and 1 year of experience, OR Associate’s degree and 3 years of experience, OR High School diploma and 5 years of experience
• Current Secret security clearance
• Able to work 10:00 PM - 6:00 AM ET, Sunday through Thursday
• Proficient with computers, including the Microsoft Office suite and web browsers; fast, accurate typing
• Strong interpersonal, telephone and written communication skills; confident guiding customers step by step
• Able to multi-task, work in a team-oriented environment and continually learn new applications

Preferred: Knowledge of the ITIL framework and processes; prior military experience or knowledge is helpful but not required.