Req ID 266743BR
Industry Job Title Help Desk - Baltimore, MD - Mon-Fri, 12 Noon to 9 PM
Job Code/Title N5032:Technical Spt Hlp Dsk Sr
Job Description ***The shift for this position will be Mon-Fri 12 noon-9 pm....
-Provides primary phone customer support in a 24/7 high call volume IT help desk/call center environment.
-Under general supervision the Help Desk Specialist will provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment.
-Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support.
-Help Desk Specialist will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
-Document and track support activity and clearly communicate technical solutions in a user friendly professional manner.
-Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to CMS.
-Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing CMS customers w/ service outlined in Service Level Agreements (SLAs) for First Call Resolution (FCR), Abandon rate, Queue Management.
Basic Qualifications ***The shift for this position will be Mon-Fri 12 noon-9 pm, must be available for these hours
- Experience with development of written and oral communication
-Prior customer service experience.
-Experience with Windows 2000 / XP, and MS Office and familiar with Office 2007, including supporting Outlook messaging issues.
-Prior experience with help desk phone service
Desired skills A+, Net+, MCP, MOUS and CNA Certification preferred.
Experience working with Trouble Ticket Tracking Systems such as , Remedy, Track-IT, HEAT, or Magic.
Security Clearance Public Trust
LMCareers Business Unit ESS0997 IS&GS-CIVIL (S8200)
Business Area Info Systems & Global Sol
Program CMS CITIC
Department 5263024:CMS CITIC (OS)
Job Class Information Technology
Job Category Hourly/Non-Exempt
City Baltimore
State Maryland
Virtual No
Relocation Available No
Work Schedule FLEX-Non-Standard 40 hour week
Req Type Task Order/IDIQ
Direct/Indirect Direct
Shift Second