If you are interested in working for ISC and have experience and skills that match the following, please submit your resume to [email protected]. Please submit your resume in the body of the email or attach as a MS Word file. Position Helpdesk Specialist Location Work location is in the Washington DC Metro area. Experience Experience should include general knowledge of microcomputer hardware components such as hard drives, CD-ROMs, floppy drives, modems, memory, etc. This expertise will allow the operator to provide direct first level assistance to users or to accurately determine problem type and priority. Primary Duties/Responsibilities Provide front-line, tier 1, technical support for customers requesting IT assistance Answer telephone and e-mail requests from customers via the IT Customer Support Center call center phone line or Exchange e-mail mailbox Assist users over the phone, escalate to technicians if needed, log/track work orders in Track-It database call center software, and send out Quality Survey’s to customers when work orders are closed out in Track-It! Facilitate “mass” e-mail messages to FNS community, as needed and requested by TSB federal representatives Duplicate CD-ROMs for customers, facilitate and coordinate walk-in requests for printer, software, computer installation and repairs Maintain, monitor, and manage the call center Track-It! work order tracking system Deliver Track-It! reports to customer representatives, as requested/needed Maintain PC and peripheral equipment inventory lists and reports Skills Extensive hands-on knowledge Basic user level knowledge of microcomputer Windows operating systems such as 2000 and XP Ability to key at least 25 wpm to ensure call data is entered into the call tracking software application (currently Track-It!) as the calls are received At least two years experience using microcomputers and entering data into a database, and two years help desk experience in a similar LAN/technical support environment Outstanding command of verbal and written English, interpersonal skills and good communication skills to ensure accurate and rapid understanding of problems and communication of solutions or scheduling of follow-up technical assistance #J-18808-Ljbffr Information Sciences Corporation
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