Title:Service Desk Specialist (Level-2)

Location:Annapolis Junction, Maryland (20701)

PositionType: Long Term Contract

Clearance:Top Secret – SCI (eligible to obtain Poly)

CertificationRequired: IAT Level II (or ability and willingness to obtain within 120days of employment)

Shifts Available: Morning, Swing and Night Shift 

Roles and Responsibilities:

A day in the life of a help desk specialist:

• Responds appropriately to moderately complex service desk inquires made by telephone or self-service ticket regarding computer hardware, software, network, system/application access, and telecommunications systems
• Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
• Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
• Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce the impact to agree upon SLA's
• Documents incident status and solutions in incident management database tools
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
• Routes call to product line specialists, application, or system support specialists as appropriate
• Maintains and updates records and tracking databases.

If you are available and interested in thisposition, please call me or reply to my email with the latestcopy of your resume, contact number, and the best time to call you. Inconsidering candidates, time is of the essence, so please respond ASAP. Thankyou.

Please don’t hesitate to contact me should you have anyquestion(s).