Help Desk Specialist
LinTech Global, Kearneysville, WV, United States
Help Desk Specialist
Location: 408 Coast Guard Drive, Kearneysville, WV 25430
Job Description
Receives, logs, and tracks incidents and service requests using the approved ticketing process. Performs Tier 1 troubleshooting using SOPs and knowledge base articles. Resolves common issues (access, password resets, basic application support). Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation. Maintains professional customer service and clear communication with users.
Key Tasks and Responsibilities
Uses automated information systems to analyze routine situations.
Resolves user problems quickly and efficiently.
Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available
Conducts technical research to resolve issues as they are presented
Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process. May prioritize for proper action.
Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
Resolves common issues (access, password resets, basic application support).
Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
Maintains professional customer service and clear communication with users.
Education & Experience
High School diploma or GED is preferred.
1-5 years of customer service is preferred.
0-2 years IT help desk/service desk experience preferred.
Experience using an ITSM ticketing tool and following escalation workflows preferred.
Certifications
Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar)
Security Clearance
Must be able to obtain and maintain government customer Public Trust clearance.
Company Description
Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch\
Location: 408 Coast Guard Drive, Kearneysville, WV 25430
Job Description
Receives, logs, and tracks incidents and service requests using the approved ticketing process. Performs Tier 1 troubleshooting using SOPs and knowledge base articles. Resolves common issues (access, password resets, basic application support). Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation. Maintains professional customer service and clear communication with users.
Key Tasks and Responsibilities
Uses automated information systems to analyze routine situations.
Resolves user problems quickly and efficiently.
Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available
Conducts technical research to resolve issues as they are presented
Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process. May prioritize for proper action.
Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
Resolves common issues (access, password resets, basic application support).
Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
Maintains professional customer service and clear communication with users.
Education & Experience
High School diploma or GED is preferred.
1-5 years of customer service is preferred.
0-2 years IT help desk/service desk experience preferred.
Experience using an ITSM ticketing tool and following escalation workflows preferred.
Certifications
Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar)
Security Clearance
Must be able to obtain and maintain government customer Public Trust clearance.
Company Description
Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch\