Application - Help Desk Support

Gaithersburg, MD

Helpdesk support to NSG Government customer program

Responsibilities

  • Monitor and operate Government customer's ticketing system
  • Help resolve level 2 and level 3 help desk tickets
  • Respond to customer calls, which will include problem identification, escalation and resolution of operating system software problems; responsible to keep customer informed during the problem resolution process
  • Serve as point of escalation for all issues, and as liaison to the project's team
  • Demonstrate strong skills and proficiency level in application support of financial systems, troubleshooting, support, analysis and resolution
  • Facilitate problem resolution by reviewing open trouble tickets, gathering additional information, documenting ticket information, proactively noting the status of the issue and driving resolution process
  • Ability to prioritize multiple priorities effectively; excellent time management & organization skills
  • Ability to perform software installation and configuration tasks
  • Ability to work unsupervised, perform well under pressure and adapt to a changing environment
  • Must be flexible to perform hands-on tasks that are necessary to insure SLA requirements
  • Must have excellent verbal & written communication and interpersonal skills

Requirements

  • Education/Experience Bachelor’s Degree in IT related field or 3 years of support/help desk experience
  • Software/Tools Remedy Customer Ticketing System or similar, Tivoli Remote Control or similar
  • Communication Excellent communication skills, in Writings and speaking
  • Additional Point of Sale support and Financial Application support experience is not required but would be a plus.

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