Help Desk Specialist

Job PostingEagle Technologies, Inc. is an innovative information technology company that designs, develops, and manages solutions for government and corporate clients. They deliver end-to-end solutions designed and implemented to meet each client's specific and unique requirements, leveraging their existing investments while laying the groundwork for modernization and expansion. From web-based applications to enterprise data warehousing, big data and analytics, and business intelligence, they deploy and manage diverse platforms and hosting environments that meet the government's cybersecurity and privacy requirements.Job SummaryThe Help Desk Specialist understands and applies the fundamentals of customer service, incident response, problem response, and change management. The successful candidate will use problem management database and help desk systems as the primary problem tracking and resolution tool.Essential FunctionsThe successful candidate will demonstrate the following capabilities:Creates and manages escalation procedures and ensures service levels are maintainedDocuments, tracks, and monitors problems to ensure resolution in a timely mannerEscalates customer/application problems to functional or programming staff as needed and works directly with the support staff towards problem resolutionExperience in research, isolation, and resolution stepsResponds to and diagnoses problems through interaction with users and determines problem recognitionEducation and ExperienceThis position requires a minimum of an Associate's degree and three or more years of progressively responsible experience in Helpdesk Support, specifically Momentum, Unified Financial Management Systems (UFMS) and two years or more of work experience working in an acquisition/procurement or similar environment.Work Authorization and Additional RequirementsThis position requires US citizenship. Candidates must be willing to pass a company background check.We are an equal opportunity employer and value diversity. All employment is assessed on qualifications, merit, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected categories covered under local law.