Help Desk Technician Assistant
Technical Support Services
USA-MD: MARYLAND-ANNAPOLIS JUNCTION
Remote Work Authorized
Nov 21, 2012, 12:27:46 PM
Help Desk Agent for the Eagle Alliance Service Delivery ITSC organization.
Essential Job Functions:
Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
High school diploma or G.E.D.
One or more years of technical training in computer support
Zero or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience with company escalation policy
Interpersonal skills to interact with customers and team members
Organization skills to balance and prioritize work
Analytical and problem solving skills
Ability to work in a team environment
Applicant selected will be subject to a government security investigation and must meet eligibility requirements for
access to classified information
CSC is an Equal Opportunity Employer M/F/D/V
CSC - 23 months ago