-Experience with development of written and oral communication
-Prior customer service experience.
-Experience with Windows 2000 / XP, and MS Office and familiar with Office 2007, including supporting Outlook messaging issues.
-Prior experience with help desk phone service
**Please note you must be available to provide rotational coverage to include weekends and holidays.
A+, Net+, MCP, MOUS and CNA Certification preferred.
Experience working with Trouble Ticket Tracking Systems such as , Remedy, Track-IT, HEAT, or Magic.
Specific Job Description
-Provides primary phone customer support in a 24/7 high call volume IT help desk/call center environment.
-Under general supervision the Help Desk Specialist will provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment.
-Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support.
-Help Desk Specialist will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
-Document and track support activity and clearly communicate technical solutions in a user friendly professional manner.
-Uses experience in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to CMS.
-Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing CMS customers w/ service outlined in Service Level Agreements (SLAs) for First Call Resolution (FCR), Abandon rate, Queue Management.
Standard Job Description
Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
High School diploma, or equivalent experience/combined education, with additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/para-engineering tasks and 1 Year of experience.
LMCareers Business Unit
ESS0997 IS&GS-CIVIL (S8200)
Info Systems & Global Sol
5263024:CMS CITIC (OS)
ROTATING- Rotating hrs/day per week
Lockheed Martin Corporation - 20 months ago
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