FEI Systems · 1 month ago
Help Desk Specialist - Tier 1 (Remote)
United States
Full-time
Remote
New Grad, Entry Level
$38K/yr - $45K/yr
0+ years expFEI Systems creates innovative technology solutions to improve the delivery of health and human services. The LTSS MD Help Desk Tier 1 Specialist will serve as a primary point of contact for customers, providing support and technical issue resolution while working collaboratively with various teams.
Information ServicesInformation Technology
Responsibilities
Provide customer support and technical issue resolution via email, phone, and Defect tracking system
Build rapport and elicit problem details from customers
Provide timely, efficient, and pleasant follow up to customer questions or issues, as applicable
Communicate customer priorities regarding defects to Tier 2 HD
Work with Tier 2 HD, Tier 3 HD and Business Analysts to understand new features being released
Work with Production Support team lead to convey release information to customers
Work with Tier 2, and 3 HD and Core Team to determine release schedule with customers
Document all incidents in incident tracking system
Manage incidents to closure or escalation to Tier 2
Interact effectively with customers and internal development team
Escalate issues as needed
Assist in generating training materials and customer facing documentation
Qualification
Required
College degree and 0-2 years of related work experience, or Associate degree and 2-3 years of related work experience, or High School diploma/equivalent and 4-5 years related work
Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel
Strong interpersonal skills
Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management
Must be a strong team player with excellent written and verbal communication skills in English
Ability to accept personal accountability and ownership for areas of responsibility
Strong analytical skills with excellent customer service skills
Strong client focus and collaborative work style
Ability to understand and explain technical information
Ability to create customer facing documentation
Benefits
Company benefits
Company
FEI Systems
FEi is a leading information technology, services, and analysis
501-1000 employees
H1B Sponsorship
FEI Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (24)
2024 (20)
2023 (24)
2022 (36)
2021 (30)
2020 (31)
Funding
Current Stage
Late StageLeadership Team
Craig Steffen
Chief Executive Officer
Jiao Gu
President & CEO
Recent News
Maryland Daily Record
2025-08-13
Company data provided by crunchbase