We are looking for a Help Desk Technician for a government client in Fairfax, VA . The project is expected to start on December 3, 2012.
Resolves technical problems in a call center/help desk environment. Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
Provides support for the client's proprietary software (IQ). Candidate must have experience providing application assistance to remote customer base as well as skills to solve customer problems in a fast-paced environment, either collaboratively with the team and customer or individually using knowledgebase tools. Candidate will accurately document detailed communications and troubleshooting activities in call tracking systems. Ability to prioritize, monitor and follow through on open issues to ticket resolution. Learn/recognize customers’ business processes and map them to the client's application.
Demonstrated ability to work independently, take initiative/ownership and achieve stated goals and objectives. Teamwork skills are also crucial along with an ability to analyze and solve complex problems —strong cognitive abilities. Excellent oral and written communications with ability to interface with both non-technical users as well as IT resources are necessary. Thorough follow-up on all customer or technical issues is essential. Candidate should be open to rotate or split shifts as late as 8 pm after initial training period.
Previous Help Desk experience providing users with application support
Demonstrated use of ticket tracking software such as Remedy or similar programs
Excellent customer service, telephone and written skills
Technical knowledge and the ability to quickly learn client’s proprietary software (IQ),
Knowledge of a variety of technologies such as Microsoft Office 2007, Internet Explorer or other browser configuration, Oracle and report writers
Familiarity with Microsoft Operating systems: Windows XP, Vista, Windows 7, Server 2003/08 and Active Directory
Working knowledge of Remote Desktop or other remote software support tools
Clearance: Ability to gain public trust clearance
Travel: Preapproved travel reimbursed at Federal per diem rates.