Computerworld · 1 month ago
Help Desk Specialist I (Copyright)
Washington, DC
Full-time
Onsite
Entry Level
$50K/yr - $59K/yr
1+ years expComputer World Services is seeking a Help Desk Specialist I to provide front-line customer service and technical support to end users. The role involves troubleshooting incidents, documenting issues, and coordinating with higher-tier personnel to ensure timely resolution of service requests.
Information TechnologyNews
No H1B
Security Clearance Required
Responsibilities
Interacting with customers via telephone, email, and online forms to troubleshoot and resolve incidents involving networks, accounts, and IT services
Using a trouble ticket management system to receive, document, categorize, assign, and track all customer incidents and requests
Providing first-contact resolution for routine technical issues and customer service inquiries
Coordinating escalations to technicians and other specialized teams as needed
Assisting the Help Desk Supervisor in documenting procedures, call scripts, workflows, and escalation processes
Tracking and monitoring issues to ensure timely resolution in accordance with defined service levels
Responding to client questions regarding system operation, account access, registration processes, and security requirements
Supporting research activities, ticket trend analysis, and providing data for weekly and monthly metrics reports
Responsibilities include first-contact triage of account, deposit, and access issues, as well as escalation through established processes when required
Maintain 24/7/365 availability for support as part of the Contact Center team
Escalate suspected system defects, bugs, and service disruptions to development teams and product owners following the Service Disruption Reporting process
Prepare and contribute to daily statistical reports on Service Desk activities
Monitor and respond to customer satisfaction surveys and quality assurance feedback
Assist in preparing weekly quality assurance reports, including analysis of unresolved tickets and negative survey responses
Qualification
Required
One to three (1-3) years of experience working in customer service operations
High School Diploma
Ability to obtain Public Trust clearance
Preferred
ITIL certification v4
Company
Computerworld
Computerworld is a Denmark-based media source aimed at professional IT users and IT decision makers at all levels.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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