Help Desk Specialist Job at Paladin Consulting, Arlington, VA

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  • Paladin Consulting
  • Arlington, VA

Job Description

Job Description & Responsibilities :

  • Provide technical support via phone, email, and in-person.
  • Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
  • Set up and configure in-person and virtual meetings.
  • Utilize ServiceNow ticketing system to log, track, and prioritize support requests.
  • Install, configure, and maintain various software.
  • Assist users with password resets, account set ups, and access permissions.
  • Collaborate with other IT teams to resolve complex issues.
  • Maintain documentation of procedures, configurations, and troubleshooting steps.
  • Stay up to date on the latest technological advances.
  • Respond to customer support requests
  • Maintain professional customer service to clients.
  • Providing Tier I level support of client products and services, including but not limited to:
  • Operating system functionality
  • Software installation and troubleshooting
  • VoIP configuration and support
  • E-mail configuration and support
  • Mobile Device Management
  • Malware/virus detection and removal
  • Workstation and peripheral diagnostics and support
  • Single user network access and troubleshooting
  • Escalate customer issues through the proper channels.
  • Open and manage cases according to defined severities and case priorities
  • Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
  • Keep open communication on all issues until resolved or turned over to another resource.
  • Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
  • Attend ongoing training sessions in core areas of the business.

Job Tags

Remote job,

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