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Job Title: Tier 1 Help Desk Support Specialist
Location: Remote 100%
Clearance: Ability to secure a GSA Public Trust
Citizenship: US Citizenship or Permanent Resident
AttainX, Inc. is in search of a highly energetic Help Desk Specialist with effective communication skills and organizational skills to support our government client.
Qualifications and Education Requirements:
- 1-2 years of relevant experience in a Tier 1 help desk phone support environment.
- Some college courses relevant to experience can be substituted for work experience.
- Computer knowledge (equivalent to A+ certification).
- HDI Customer Service Representative Certification desired, not required.
- Must have high-speed internet, a home landline and USB headset.
- Ability to work independently.
Skills:
- Strong written and oral communication skills in English with good comprehension.
- Professional and proper telephone and email etiquette are a must.
- Exceptional customer service skills.
- Working knowledge of the MS Office Suite.
- Strong time management and prioritization skills.
- Efficient typing and speaking to users at the same time.
- Skilled at navigating a help desk ticketing system.
Duties:
- Support the GSA Program, Mission, and Project.
- Manage and assign all help desk inquiries and provide resolution to each.
- Attend status meetings and be prepared to discuss updates.
- Professionally manage customer inquiries.
- Will troubleshoot issues and meet users’ knowledge in giving accurate support guidance.
- Identify and recommend improvements to help desk support team.
- Respond to all help desk inquiries, create tickets and assign a priority level.
- Attempt first-call resolution and escalate to Tier 2 when required.
- Maintain responsibility for all tickets until final resolution is achieved and documented.
Non-Essential Functions:
- General Duty Requirements.
About AttainX:
AttainX Inc. is a Women-Owned Small Business (WOSB), Economically Disadvantaged WOSB (EDWOSB), CMMI Level 3, ISO 9001:2015 certified QMS, and a Gold Level SAFe Partner. For more than 14 years, AttainX has delivered mission-aligned IT and engineering solutions for federal agencies including USDA, NOAA, DOE, DHS, and DIA.
Benefits:
- Competitive compensation
- Paid vacation
- Medical, dental, and vision coverage
- Matching 401(k) plan
- Tuition and training reimbursement
- Long & Short-Term Disability
EEO Commitment:
AttainX is an Equal Employment Opportunity employer committed to a workplace free from discrimination under applicable federal, state, and local laws.
Physical Demands:
Sitting and working at a computer for extended periods; communicating via phone, email, and video conferencing; occasional lifting of up to 10 pounds.
Work Environment:
Onsite professional work environment with moderate noise level.
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