Help Desk Specialist- Tier II (Application Support)

We are seeking experienced Help Desk Specialist- Tier II to join our team supporting end-user applications. The Help Desk Specialist Tier II is responsible for resolving complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I. Responding to and diagnose problems through interactions with users (via phone, Teams and/or email) while ensuring a timely process through which problems are controlled, including problem recognition, research, resolution, and follow-up steps.

This position required to working in rotational shifts and on-site at Vienna, VA.

Clearance Level: Secret

Responsibilities:

• Contribute to improving customer support by actively responding to queries and handling complaints, and following up with customers
• Accurately triage/assign/escalate tickets per departmental procedures
• Provide support to CONUS and OCONUS users using ticketing system, while escalating tickets as necessary to the
  appropriate support teams
• Perform regular checks of assigned ticket queues, triage or assign per process standard
• Create and maintain system and user support documentation
• Respond to inquiries within the set departmental staffing and time parameters
• Meet quality assurance (QA) and other key performance metrics
• Meet established call statistics goals & all individual monthly performance goals
• Perform other work-related duties as assigned.
• Maintain a sense of urgency within the team during heightened periods of activity
• Maintain dependable attendance and schedule adherence

Qualifications:

• Bachelor’s degree in computer science, information technology, or a similar field.
• 2+ years working as a help desk specialist
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Experience with computers and various software programs; specifically, Microsoft Office applications including email and web communications
• Excellent ability to interact skillfully and diplomatically with numerous counterparts and rapport, including contract stakeholders and government representatives.
• Experience using ticketing system similar to Remedy
• Experience working in a high call volume environment
• Experience with MS suite
• Ability to work independently and function effectively as a member of a team and adhere to strict deadlines.

Clearance:

• Secret Clearance is required

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you need reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to hr@microhealthllc.com with your request and contact information.

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