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Obsidian Solutions Group · 16 hours ago

Help Desk Support Specialist

St Louis, MO

Full-time

Onsite

Entry Level

2+ years exp

Obsidian Solutions Group is a fast-growing professional services firm based in Fredericksburg, VA. They are seeking a Help Desk Support Specialist to provide superior customer service and technical assistance for IT service-related issues, serving as the primary contact for end-users. The role involves troubleshooting, resolving issues, and ensuring customer satisfaction in a 24x7 operational environment.

Data ManagementInformation TechnologySoftwareTraining

No H1B

U.S. Citizen Only

Responsibilities

Responsible for providing technical assistance and support related to computer systems, hardware, or software

Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution

Responds to email or chat messages for customers seeking help

Walks customers through problem-solving process

Runs diagnostic programs to resolve problems

Follows up with customers to ensure issue(s) were resolved

Gains feedback from customers about system usage

Runs reports to determine malfunctions that continue to occur

Creates a ticket in the approved incident management system for all support calls received, or route user support calls to appropriate IT Help Desk

Attempt First Call Resolution (FCR) for all requests received

Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution

Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts

Qualification

ServiceNowA+ CE CertificationSecurity+ CE CertificationCustomer ServiceTechnical SupportCommunication SkillsOrganizational SkillsAttention to DetailTime ManagementMotivated Self-Starter

Required

Bachelor's Degree with two (2) years of relevant experience is desired, but experience can be substituted in lieu of a degree

Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written

Must be able to handle confidential information with discretion

Must be detail oriented with the ability to manage multiple tasks

Motivated self-starters

Attention to detail

Operational experience with ServiceNow

Experience in the Intelligence Community

Exhibit excellent customer service, organizational and time management skills

DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A+ CE or Security+ CE Certification or be able to obtain certification within 6 months of hire date

Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts