Help Desk Specialist Lead

Help Desk Specialist – Lead

Springfield, VA Active TS/SCI with CI Polygraph

Job Requirements:

• Serve as the first point of contact for customers seeking technical assistance over a ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Performs other related duties as assigned.

Required Experience:

• Proven experience in supporting COTS products in a customer support role.
• Good understanding of computer systems, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Understanding of ticketing systems.
• Active Security+ certification.

Desired Experience:

• Knowledge of the Federal Acquisition lifecycle or commercial contracting.
• Knowledge of Federal financial systems or commercial accounting.
• Experience with Federal government contracting and/or program office organizations.

Company Overview: Cornerstone Defense is the Employer of Choice within the Intelligence, Defense, and Space communities of the U.S. Government. Realizing early on that our most prized assets are our employees, we continually focus our attention on improving the overall work/life experience they have supporting the mission. Our Team is pushed every day to use their industry leading knowledge to provide end-to-end solutions to combat our nation's toughest and most secure problems. If you are looking for a place to not only be professionally challenged, but encouraged and supported by a company that cares, don't look any further than Cornerstone Defense.

Benefits Overview: Cornerstone Defense offers a very comprehensive benefits package including, but not limited to: Medical, Dental and Vision Plans * Generous PTO Policy * 401(k) * HSA and FSA options * Life and Disability Insurance * Tuition Reimbursement and Training * Perks at Work Discount Program * Referral Program * Leads Generation Program * CollegeAmerica 529 * Fitness Reimbursement Program * Travel Assistance * Norton Lifelock Benefit Solutions * Life Planning Financial & Legal Services *