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Reference Number:
0804KDMB3002
Job Description:
This position is strictly for US Citizens only and requires Security Clearances.
Green Card and H1B Visa holders need not apply
Title : Help Desk Agent
Number of Candidates Required : 03
Security Level Requirement : Yes, IT2
U.S. Citizen Requirement : Yes
Period of Performance : 2 year
Work Week : 40
Overtime Allowed (Yes or No) : No
Place of Performance : Alexandria, VA 22311
Travel Requirement (Yes or No) : No
Pay Rate : $18/hr All inclusive on 1099 tax terms
Position Summary:
The Help Desk agent will provide customer service for an inbound call center environment that supports hardware, software, and network communications for Defense Manpower Data Center (DMDC) applications.
Role & Responsibilities:
The Help Desk agent,
· Provides support to end-users for PC, server, or mainframe applications and hardware.
· Resolves escalated problems.
· Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
· Simulates or recreates user problems to resolve operating difficulties.
· Analyzes and recommends systems modifications to reduce user problems.
· Maintains currency and highest level of technical skill in field of expertise.
· Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
· Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams.
· Escalate issues within the defined standards.
· Log and track calls received using a Windows 2000 and/or XP desktop system running a web-based ticketing system.
Required Skills & experience
· 1+ Years of relevant experience.
· Demonstrated Hands on Experience as a Help Desk support
· Customer service skills are vital and experience with troubleshooting leased line problems required.
· Ability to work rotating eight (8) hour shifts for coverage 0000 to 2400 EST hours, Monday through Sunday.
Experience Level:
Unspecified
Requirements:
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