Dunhill Government Solutions is hiring a Help Desk Specialist I to support users of software applications on a federal program. This is a fully remote (telework) role on the overnight shift.
Responsibilities:
- Serve as a member of a help desk team handling inquiries from users of multiple applications
- Assess each customer's issue, perform initial triage, document the problem, create an incident and confirm the customer's contact information is accurate and complete
- Perform basic user-problem analysis; assist with monitoring network management systems and ensure a prompt, appropriate response to customer requests
- Collect screenshots and other data for troubleshooting and act as a liaison between the customer and program developers
- Escalate to the next level of support and triage to technical staff when appropriate; log and track requests for assistance as a primary user contact
- Resolve basic questions on account administration, system navigation and functionality, access and FAQs
- Help compile and maintain a log of Frequently Asked Questions and help manage and distribute official answers
- Contribute to help desk procedure manuals and documentation; assist with user satisfaction surveys, problem-trend tracking and reports
Required qualifications:
- Bachelor's degree and 1 year of experience, OR Associate's degree and 3 years of experience, OR High School diploma and 5 years of experience
- Current Secret security clearance
- Able to work 10:00 PM - 6:00 AM ET, Sunday through Thursday
- Proficient with computers, including the Microsoft Office suite and web browsers; fast, accurate typing
- Strong interpersonal, telephone and written communication skills; confident guiding customers step by step
- Able to multi-task, work in a team-oriented environment and continually learn new applications
Preferred: Knowledge of the ITIL framework and processes; prior military experience or knowledge is helpful but not required.
Location: Remote (telework), United States.
Schedule: Full-time, 40 hours/week, 10:00 PM - 6:00 AM ET, Sunday through Thursday.
Clearance: Current Secret clearance required. US Citizenship required.
Compensation: $19.51 - $24.50 per hour
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