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Help Desk Specialist

Favor TechConsulting
Arlington, VA
  • Posted: over a month ago
  • Full-Time
Job Description

Help Desk Specialist

Location: Other/Client Site - Arlington VA

Department: Department of State, Foreign Service Institute, IT Support Services

Type: Full Time

Minimum Experience: Experienced

Security Clearance Level Required: Secret Clearance

*The clearance level stated above must be met for consideration for this specific opportunity. Unfortunately, FTC is unable to sponsor at this time.

Military Veterans and individuals with disabilities are encouraged to apply!

Favor TechConsulting, LLC (FTC) is seeking a talented Help Desk Specialist with extensive government experience.

Essential Duties & Responsibilities

Role Overview: The helpdesk will provide customer support to customers in a timely manner. This position will be instrumental in providing customer support and routing level 1-2 support to the appropriate POC.

Responsibilities:

  • Provide Tier 1 customer service to users at all levels within the customer organization
  • Monitor queues for SLA, delayed responses, and unassigned tickets
  • Triage tickets and escalate as needed
  • Work with Knowledge Manager and Quality Manager to improve self-service support and Tier-1

Required Skills & Experience

  • At least 1-years’ experience with ServiceNow, Salesforce, or comparable help desk ticketing system
  • At least two year providing complex technical help desk support in a fast-paced environment
  • Superior customer service and communication skills
  • Experience meeting SLA for customer support

Professional Certification(s):

N/A

Formal Education:

AS degree in an IT discipline.

Allowable Substitution: Additional 2 (two) years of related professional experience can be substituted for an AS

Years of Professional Experience:

A minimum of 1 (one) year of professional experience in customer support is desired.

Desired Skills & Experience

None

Professional Certification(s):

CIS IT Service Management

MC-CSM with Service Management for Implementers or other similar ServiceNow certification or comparable HDI certification

Additional Information:

Favor TechConsulting (FTC) is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.

FTC requires all employees to be fully vaccinated as a condition of employment unless legally entitled to an accommodation. If you receive an offer of employment, it will be made contingent upon satisfaction of this requirement, and you will be required to show proof that you are fully vaccinated or to promptly engage in an interactive process to allow Human Resources to evaluate potential reasonable accommodations for valid medical or religious reasons. Please do not provide information about whether you are seeking an exemption from the vaccination requirement unless and until you receive a conditional offer of employment from FTC.

U.S Citizenship is required for this specific opportunity and all selected applicants will be subject to a government security investigation. This includes but is not limited to; meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to; criminal history, employment verification, education verification, drug testing, and creditworthiness.

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Favor TechConsulting

Address

Arlington, VA
USA

Industry

Technology

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