Help Desk Support Specialist

Job opening ID

Posting title
Help Desk Support Specialist

Roles and responsibilities
Must be a US Citizen with an Active Clearance
Leidos/ ATF/ USMS/ USTP/ JMD – Clinton, MS
W2 with full benefits
1 year contract
Pay Range: $16-18/hr

Job Description:
Our Help Desk operation is staffed 24x7, although the core hours of operation are 6AM to 6PM Central Time and most staff will work on staggered shifts during that timeframe. Please provide hours of availability for each candidate submitted.  
The agents will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements (SLAs) in place with the customer and include number of call responses, length of calls, etc. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.  
Specific duties of the position include but are not limited to:  
1. Provides phone support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors
2. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems
3. Addresses support requests received over the phone or through email and web-based systems  
4. Provides prompt, courteous, and professional response to user calls during supported hours
5. Provides a single, identified point of contact for all Help Desk and change request services
6. Updates and maintains Help Desk records in accordance with established support procedures 
7. Performs account password administration and processes new user account requests
8. Develops, maintains, and executes standard Help Desk operating procedures
9. Follows security requirements as requested by the Government Security Officer
10. Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary call the user to update them on progress;  
11. Processes standard change request (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC’s)  
12. Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
13. Candidates must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills. 

Candidates must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures. Candidates must have a desire to learn new skills and take the initiative to improve their performance through on the job training. Candidates must be available to assist in development and modification of procedures. 

Required Skills:
-Must at least have High School diploma plus 3-4 years of experience.
- IT background
- Help Desk experience
- Positive attitude
- Excellent communication skills

Desired Skills:
- Desktop support
- Active clearance from ATF or USMS. 

Number of positions