Vacancy: Help Desk Specialist

United States Citizenship is required by our client for this position.

All candidates must be able to undergo a federal background investigation.

The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.

Duties Include

• Provide phone and email support to users
• Employ the Help Desk module of the website to track and manage help desk tickets from users
• Provide Tier 1 and Tier 2 support to users and elevate Tier 3 issues
• Provide documentation support for the website application
• Contribute the development of training videos, as necessary

Experience And Education

• Performs work under general supervision
• Handles complex issues and problems, and refers more complex issues to more experienced staff
• Experience providing help desk support, including troubleshooting user issues
• Working knowledge of Microsoft operating system, Windows environment, and web applications
• Requires bachelor's degree
• Requires at least 5 years of experience
• Familiarity with Information Technology Infrastructure Library (ITIL v3 or greater)

Expertise (Required)

• Strong customer service skills
• Excellent communication skills
• Excellent analytical and troubleshooting skills
• Ability and desire to provide excellent customer service to internal and external customers

Additional Expertise (Desired But Not Mandatory)

• Grants management

Note: OmniSystems is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status; or any other protected factor.

Note: OmniSystems is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status; or any other protected factor.