Help Desk Specialist - Lead

Help Desk Specialist – Lead

Springfield, VA

Active TS/SCI with CI Polygraph

• Serve as the first point of contact for customers seeking technical assistance over a ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Performs other related duties as assigned.

• Proven experience in Supporting COTS products in a customer support role.
• Good understanding of computer systems, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Understanding of Ticketing systems.
• Active Security+ certification.

• Knowledge of the Federal Acquisition lifecycle or commercial contracting.
• Knowledge of Federal financial systems or commercial accounting.
• Experience with Federal government contracting and/or program office organizations.

• Medical, Dental and Vision Plans
• Generous PTO Policy
• 401(k)
• HSA and FSA options
• Life and Disability Insurance
• Tuition Reimbursement and Training
• Perks at Work Discount Program
• Referral Program
• Leads Generation Program
• College America 529
• Fitness Reimbursement Program
• Travel Assistance
• Norton Lifelock Benefit Solutions
• Life Planning Financial & Legal Services