Essential Job Functions:
Answers help desk inquires for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.
Resolves and/or refers highly complex technical problems as appropriate.
Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
Efficiently escalates incidents when required
Documents incident status and solutions in incident database tools
Possesses current working knowledge of computers, printers, laptops and common windows applications
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems.
Must have TOP SECRET (TS/SCI) with the ability to obtain a favorable CI polygraph
AA or equivalent + 6 yrs related IT experience
Security+ or willingness to pass Security+ test as a condition of and prior to employment. (CSRA will assist in testing costs upon passing and becoming a CSRA employee.)