IT Helpdesk Support Specialist (ServiceNow Experience is must)
Vacancy expired!
Job Title: IT Support Specialist Location: Bethesda MD
Overview: Are you an innovative IT Support Tech that would like to have a positive impact for millions of people? If so, we may have an opportunity for you.
Responsibilities:
Provide Tier 2 Support for Customers accessing APS system via phone and email
Providing technical assistance for questions and problems and help fix issues
Diagnosing system errors and other issues
Consult with Tier 3 to assist with advanced issues
Following up with customers to ensure full resolution of issues
Create and monitor tickets in JIRA and ServiceNow
Running reports to analyze common complaints and problems
Create and generate various reports in Service Now
Perform system checks on APS application
Training other staff members on troubleshooting and diagnosing problems
Writing, editing, and revising training manuals for new and updated software
Corroborate and validate data for multiple sources
Perform user acceptance testing for releases and maintenance.
Qualifications: · 3+ years of relevant, applicable professional experience · Experience with managing customer expectations and delivering the highest quality customer service · Experience with ServiceNow · ServiceNow expertise · Strong troubleshooting skills · BS/MS/ degree from an accredited university · Eligible to hold a Public Trust security clearance · Excellent communication skills · Strong work ethic