Helpdesk Support

Position             :          Helpdesk Support

Location            :          Norfolk /Virginia Beach, VA (Remote)

Duration            :          12+ Months and Extendable

Client                  :           City of Virginia Beach

Position id        :           25-09434

Description:

 Remote Opportunity for Retired or Freelancers

 Monitor and confirm accuracy of solutions provided to complex technical incidents and service requests assigned to the Service Desk. Utilize analytical and problem solving skills in the areas of research, analysis and recommendations for workarounds for technical issues. Provide exceptional communication skills demonstrated through clear written and verbal support to clients, interpreting a variety of instructions, professional speaking voice on the phone, effectively delivering clear messages, and writing professional documents in all types of correspondence (e.g. memorandum, e-mail, instant messaging, letter, etc.) with communication of information to appropriate persons.
Excellent reasoning ability demonstrated through effective interpersonal skills, prioritizing tasks in a fast-paced work environment, working effectively under pressure, setting personal deadlines, and utilizing effective time management skills. Performance capability in providing accurate call recording, analysis, assignment and/or routing to help restore service within the Service Desk’s targeted service level metrics. Adherence to timely elevation of complex and/or high priority service tickets to the appropriate support groups as required.
Accuracy and timeliness of updates made to technical information databases (knowledge base) for Service Desk Specialists.

Knowledge-Skills-Abilities Required to Perform Satisfactorily

1. Knowledge
1. Knowledge of industry best practices and standards for an IT Support Center Specialist
2. Knowledge of call center technologies used within an IT Support Center/Service Desk.
3. Knowledge of IT Support Center/Service Desk software and monitoring tools.
4. Knowledge of industry standards and best practices for IT Service Management.
5. Knowledge of IT Support Center/Service Desk operational policies, standards and procedures.
6. Knowledge of departmental policies and procedures.
7. Knowledge in one or more specific technical areas of expertise to include Communications, Networks, Platforms/OS, Accounts Management, Database Management Systems, Hardware and/or Applications
8. Knowledge of reporting tools and database structured query language(s) used in advanced report writing.
2. Skills
1. Skill in providing exceptional customer service.
2. Skill in assisting users reporting service interruptions, outages or making service requests for IT applications, products and services.
3. Skill in adhering to procedures related to call recording, classification, prioritization, and escalation.
4. Skill in providing first-level troubleshooting and escalation support for incidents and service requests.
5. Skill in resolving client calls, incidents, and service tickets using advanced analytical and problem-solving skills in a specific area of technical expertise.
6. Skill in adhering to and training others in procedures related to a specific area of technical expertise.
7. Skill in oral and written communications.
8. Skill in providing technical support via multiple channels (phone, e-mail, instant messaging, web, and remote desktop).
9. Skill in accurately documenting and maintaining technical solutions within a technical information database (knowledge base).
10. Skill in maintaining accurate, current information within a Service Desk Management System.
11. Skill in opening and closing service calls within a Service Desk Management System.
12. Skill in managing the work flow of subordinate staff.
3. Abilities
1. Ability to assist other Support Center Specialists in responding directly to client calls.
2. Ability to provide rapid response to reports of service interruptions, outages and service requests received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web).
3. Ability to appropriately record required user and incident information in the Service Desk Management System.
4. Ability to troubleshoot and monitor customer technical incidents in a remote support environment.
5. Ability to help customers resolve technical incidents within a timely manner.
6. Ability to document incidents, requests and resolutions within Service Desk Management System.
7. Ability to analyze logs and spot common trends and underlying problems.
8. Ability to determine the most effective manner to resolve the client’s reported incident.
9. Ability to elevate complex and/or high priority incidents to the appropriate support groups for resolution.
10. Ability to track the status of all open service tickets using the Service Desk Management System.
11. Ability to verify that suggested solutions effectively resolve the users’ reported incidents.
12. Ability to effectively communicate with customers via multiple communications channels.
13. Ability to maintain effective working relationships with management, department, user and contracted personnel.
14. Ability to receive, execute and effectively communicate complex oral and written instructions.
15. Ability to perform application, hardware, software and connectivity troubleshooting within a Support Center (remote support) environment.
16. Ability to independently resolve most assigned service tickets using available resources.
17. Ability to manage and maintain routine and complex reports using approved reporting tool set.
18. Ability to answer phones and provide phone support for extended periods of time.
19. Ability to sit and/or work at a computer or office desk for extended periods of time.
20. Ability to work varied hours in addition to normal work schedule.