Mobile Device Support Technician - Help Desk
Company: JRH Consultants LLC
Location: San Antonio , TX
Category: General, Customer Service, Call Center, Information Technology
Job Type: Full Time
Posted: 10/12/2020

Help Desk Specialist II (Active Secret Clearance)


JRH is looking for a Help Desk Support Specialist in San Antonio, Texas to assist with deployment of services across customer sites which requires an increase in Help Desk support, Tier 1 support operating hours and manning levels.


Duties and Responsibilities:

  • Provide professional customer service through assessing trouble calls, emails and ticketing system to include maintaining problem resolution at the lowest level.
  • Utilize ITIL principles in accordance with local processes in place in the call center.
  • Utilize the Government trouble ticketing system in place to provide and request quality updates.
  • Track and regularly report anomalous events/trends to Government department representatives.
  • Keep consistent situational awareness via dashboards on the ServiceNow ticketing and call management systems, as well as any other provided tools.
  • Utilize verbal and written communication to alert other personnel of any unusual events/trends.
  • Bear and utilize knowledge of all mission systems the system supports, all relevant actions and reactions needed to fulfill the requests and needs at the lowest level for any and all customers.
  • Answer calls in the determined amount of time (<30s) with professionalism, elevating or transferring difficult calls when deemed necessary
  • Route tickets to the proper locations under predetermined circumstances. Learn and utilize customer processes to properly handle relevant tickets.

General qualifications:

  • Experience responding to and diagnosing problems through discussion with users.
  • Experience ensuring a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow- up steps.
  • Experience with help desk operations and serving as focal point for customer concerns.
  • Experience providing support to end users on a variety of issues.
  • Experience identifying, researching, and resolving technical problems.
  • Experience responding to telephone calls, email and personnel requests for technical support. Experience documenting, tracking, and monitoring problems to ensure a timely resolution.
  • Experience providing second-tier support to end users for either PC, tablet, mobile phone, server, network, or mainframe applications or hardware.
  • Experience interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

San Antonio, TX
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