Help Desk Specialist II

Job Title: Help Desk II

Location: Walter Reed National Military Medical Center (Bethesda, MD)

Certifications: IAT level I compliant certification within 6 months of hire (eg: Net CE or A CE)

Clearance: Secret

Qualifications:

Previous experience with customer support in the field of IT support

Responsibilities:

Ability to assist in the use of hardware, PC, printers, business software and operating systems.

Ability to resolve general hardware and software problems with customers having little or no background in computers.

Ability to conduct component level diagnostics.

Ability to maintain documentation for procedures and processes, as well as, maintenance logs and equipment databases.

Ability to effectively communicate orally and in writing.

Previous experience providing customer support via phone in a call center.

Ability to troubleshoot and resolve issues with the use of remote support tools such as DameWare or Remote Desktop.

Ability to document customer issues in enterprise ticket system detailing problem encountered, steps taken, and any other pertinent details to assist technicians with diagnosing and resolving the issue.

Ability to handle customer issues in stressful situations.