Mid-Level IT Help Desk Support Consultant
Mid-Level IT Help Desk Support Consultant (Temp) Universal Consulting Services, Inc. (UCS) is a rapidly growing government contractor providing expertise in business process enhancement, technology solutions and human services programs. We are catalysts for improving performance across all levels of government through our full spectrum of value-added enterprise solutions. We have been recognized as one of Washington Technology's FAST 50 for our tremendous success as a Woman Owned SDB. UCS has been included on Inc. Magazine's 5000 list of the fastest-growing companies in America for 2008. Our clients include, but are not limited to, the Department of Defense, Department of Justice, Department of Homeland Security, Marines, and Navy. We have an excellent opportunity for a temporary Mid-Level IT Help Desk Support Consultant to work at our government client site in Vienna, VA. Summary Work as part of an IT Application Support Desk team responsible for Tier 1 through Tier 3 support. Tasks include resolving issues for business applications while maintaining the help desk infrastructure and operational needs. Responsibilities Provide support for a variety of proprietary government applications Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues Ensure on-going maintenance and development of positive customer relationships with team members and end-users Performs closed-loop communication with end users to resolution Ensure all time reporting and other required reports are accurate and submitted on time Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction) Develop and create documentation on training materials, FAQs and Knowledge Base Articles All other duties as assigned Requirements 3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial PC operating systems, COTS, and/or applications software in person and over the phone Experience using a Help Desk ticketing system such as Remedy or HEAT Experience researching problems, analyzing trends, and distributing findings Strong customer service, verbal and written communication skills, and troubleshooting skills required Ability to quickly learn complex business applications and apply this knowledge to assist end users Bachelor’s degree or certification in IT related field; work experience may be a substitute Bilingual is a plus! US Citizenship necessary with ability to pass a background check ACTIVE SECRET CLEARANCE REQUIRED For more in-depth information about UCS, visit our website at http://www.universal-inc.net/ UCS is an EOE M/F/V/D
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