Help Desk Specialist

Kearneysville, West Virginia, United States

$ 40,000. (US Dollar)

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available
• Conducts technical research to resolve issues as they are presented
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process. May prioritize for proper action.
• Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
• Resolves common issues (access, password resets, basic application support).
• Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
• Maintains professional customer service and clear communication with users.

• High School diploma or GED is preferred.
• 1-5 years of customer service is preferred.
• Experience using an ITSM ticketing tool and following escalation workflows preferred.

• Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar) however not required

• Must be able to obtain and maintain government customer Public Trust clearance.