Job Description

The Help Desk Specialist provides Tier II and III technical software, problem resolution for members by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second tier technical support issues for users of the organization's products and services.

Key Tasks and Responsibilities

* Uses automated information systems to analyze routine situations

* Reviews incoming requests and receives incoming calls. May prioritize for proper action

* Resolves user problems quickly and efficiently

* Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available

* Conducts technical research to resolve issues as they are presented

* Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

Education & Experience

* High school diploma or GED is required

* 1-5 years of customer service experience is required

* Ability to communicate effectively, both verbally and written

* Ability to troubleshoot and problem solve

Certifications

* Relevant certifications are desired (CompTIA A+, CompTIA Security+, or similar)

Security Clearance

* Must be able to obtain and maintain government customer Public Trust clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

* No travel required

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at