Help Desk Specialist
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Job Location:
Rockville, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Audley Consulting Group (ACG) is seeking a full-time Help Desk Specialist /Grant Program Support Specialist (Remote) to support our Federal Government customer at the client location in Rockville MD.
Duties and Responsibilities
Answer Help Desk phone calls and email inquiries providing support to internal staff and grantee users on a wide range of issues
Respond to telephone email chat and other requests for technical assistance
Document track and monitor requests in Salesforce to ensure timely resolution of all inquiries
Analyze troubleshoot and test client solutions
Manage a high volume of calls while maintaining service quality
Handle escalated issues professionally and efficiently
Work a flexible schedule with rotating shifts as needed (schedule may vary week to week)
Education and Experience
High school diploma required
13 years of demonstrated success in a customer service role
Help Desk or technical support experience preferred
Required Skills
Strong customer service orientation
Excellent verbal and written communication skills
Strong interpersonal skills including active listening and the ability to understand user concerns
Willingness to ask questions and learn quickly
Ability to clearly explain complex or unfamiliar concepts
Ability to work both independently and collaboratively within a team environment
Basic understanding of computer terminology and customer service operations
Working knowledge of IT ticketing systems is a plus
Alan Shah Senior Recruitment Professional
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
