Help Desk Specialist I (Copyright)
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- open for 200 days (90+ without a fill is a strong ghost signal)
- 3359 open roles at this company in 30 days (mass-hiring blitz)
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About the role
Key Tasks & Responsibilities
Interacting with customers via telephone, email, and online forms to troubleshoot and resolve incidents involving networks, accounts, and IT services.
Using a trouble ticket management system to receive, document, categorize, assign, and track all customer incidents and requests.
Providing first-contact resolution for routine technical issues and customer service inquiries.
Coordinating escalations to technicians and other specialized teams as needed.
Assisting the Help Desk Supervisor in documenting procedures, call scripts, workflows, and escalation processes.
Tracking and monitoring issues to ensure timely resolution in accordance with defined service levels.
Responding to client questions regarding system operation, account access, registration processes, and security requirements.
Supporting research activities, ticket trend analysis, and providing data for weekly and monthly metrics reports.
Responsibilities include first-contact triage of account, deposit, and access issues, as well as escalation through established processes when required.
Maintain 24/7/365 availability for support as part of the Contact Center team.
Escalate suspected system defects, bugs, and service disruptions to development teams and product owners following the Service Disruption Reporting process.
Prepare and contribute to daily statistical reports on Service Desk activities.
Monitor and respond to customer satisfaction surveys and quality assurance feedback.
Assist in preparing weekly quality assurance reports, including analysis of unresolved tickets and negative survey responses.
Education & Experience
Minimum General Experience
One to three (1-3) years of experience working in customer service operations.
Minimum Education
High School Diploma.
Certifications
ITIL certification v4 preferred.
Security Clearance
Ability to obtain Public Trust clearance.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
Onsite at customer location
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