Job Description
Job DescriptionDescription:
Client First Technologies is currently seeking Help Desk Specialists to support a contract with our government customer. The Help Desk Specialist will be responsible for addressing Tier 1 service tickets for a nationally available application. The ideal candidate must possess a background supporting end-user inquiries and issues on production-level systems. This is a full-time remote position.
CFT offers a competitive benefit package and collaborative work environment with a strong company culture. Veterans and military spouses are encouraged to apply.
Requirements:
Responsibilities
- Perform first call resolutions for common issues, customer training, and basic system troubleshooting and support
- Monitor and address service ticket applications for end-user submitted tickets and perform basic triage to address issues; work with team management to recommend escalations to development team
- Walk customer through the problem-solving process
- Follow up with customers ensuring their issues and requests are resolved; update ticketing system with complete documentation as to resolution
- Manage responses to inquiries through the system application, e-mail, and phone support
- Work cooperatively and independently to research and document issues and solutions
- Update and maintain user call scripts to ensure accuracy and that they meet system capabilities
- Work collaboratively with multiple enterprise teams to provide complete support to the end user
- Analyze software and business applications, and recommend application enhancements to system owners for approval to be implemented
Qualifications
- Minimum of two (2) years of help desk experience
- Ability to troubleshoot low to medium complexity software issues
- Must be able to work quickly with a high degree of accuracy with cross-functional teams
- Excellent communication and interpersonal skills
- Strong organizational skills, with the ability to prioritize tasks and meet deadlines
Preferred Qualifications
- Experience working with the Department of Veterans Affairs
Physical Demands
- Must be able to sit and stand for long periods of time
- Occasional travel and overtime may be required
Required Clearances and Screenings
- This position is subject to a government background investigation and must meet eligibility for a position designated with Low Risk sensitivity. Candidates with current Veterans Affairs (VA) Tier 1/Low Background Investigation or equivalent (e.g., DoD Tier 3/NACLC, Active Secret) are preferred
CFT is a proud equal opportunity employer. All qualified applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Discrimination and harassment are not tolerated.