Help Desk Technician

Responsibilities:

• Answer incoming calls and emails to provide basic help desk support and troubleshoot user problems, ensuring professional customer service and timely resolution or escalation of issues.
• Perform user data corrections, respond to user questions, and assist with account management tasks like moving accounts and updating contact information.
• Learn fundamental operations of commonly used software, hardware, and equipment, and educate end users on appropriate system use and technology best practices.

Qualifications:

• Must possess an active DOD Secret clearance or higher and have 1+ years of help desk experience preferred.
• Outstanding oral and written communication skills with attention to detail, along with technical troubleshooting skills for researching and documenting resolutions.
• Ability to work independently without direct supervision, provide technical support over the phone, and handle a constantly changing flow of traffic by multitasking effectively.

Position Details:

• This is a part-time position working Monday, Tuesday, Thursday from 8:00 PM to 11:00 PM EST and Saturday to Sunday from 12:00 PM to 3:00 PM EST, totaling 15 hours per week.
• The role requires a friendly presence, helpful attitude, good interpersonal skills, and the ability to accurately and consistently document all work using call tracking software.