Customer Help Desk Specialist

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Tiber Creek Consulting, Inc. has an immediate opening for a Customer Help Desk Support Agent (Telework) with DoD Secret Clearance to join our client support team, teleworking 40 hours a week between the hours of 6AM and 8PM EST to include one weekend a month and some holidays. Associate's Degree and at least two years of Customer Service experience providing support for complex software applications is required. Become a member on a team responsible for answering phone calls and emails and providing support and troubleshooting services to end-users of multiple software products serving our government clients. Your DoD call center / Military experience is a big plus.

Our Help Desk Team helps users experiencing technical difficulties with software products by utilizing proven diagnostic techniques and problem-solving methods, following standard operating procedures, and identifying issues to be escalated to Tier 2 Help Desk Agents for advanced support. If you have a strong aptitude for troubleshooting and problem-solving issues related to software products, strong written and verbal communication skills, experience working one-on-one with software users, and following up to ensure customer satisfaction, please consider joining our team of dedicated professionals. This is a fully remote position, full time with great benefits.

Apply To: Education: Associates / B.S. / B.A. degree from accredited college or university is required. Experience: Minimum of 2 years' experience working for a call center help desk; DoD or Federal Government call center experience a plus. Military experience a plus. Clearance: Only candidates with a current DoD Secret clearance or the ability to obtain clearance will be considered, due to military contract requirements. Related Experience Should Include:

• Responding to IT product related inquiries and requests for assistance from customers via telephone and email.
• Using a ticket system to enter and track trouble ticket status from beginning to end.
• Supporting a large customer base (thousands of users) or military community.
• Working directly with customers in obtaining information needed to establish or change permissions.
• Ability to use Frequently Asked Questions documentation and instruction manuals in order to resolve issues, answer questions, and provide guidance to users.
• Communicating methods to troubleshoot minor browser/software malfunctions to end users.

Job Duties:

• Provide assistance to customers experiencing technical difficulties with software products by utilizing diagnostic techniques and problem-solving methods.
• Apply written and verbal communication (phone support and responding to email inquiries) to document requests, questions, steps leading to a perceived problem, and solution.
• Create Help Desk tickets and maintain ticketing system to track progress towards resolution of issues reported by customers.
• Correspond with Help Desk team members to facilitate your ability to answer end user questions.
• Translate detailed logical steps developed by others into language understandable to users.
• Troubleshoot browser and software-related issues.
• Assess impact of reported incidents.
• Resolve basic problems while escalating more complex problems to Tier 2 Help Desk Agents for advanced support.
• Responsible for the activities associated with the identification, prioritization, and documentation of reported problems.
• Work week includes Saturdays and some holidays.

Minimum Qualifiers:

• Unable to work with 3rd party candidates or agencies.
• Only candidates who qualify for DoD Secret clearance will be considered, due to military contract requirements.
• Must be willing to work hours as needed.