Senior Help Desk Technician

Senior Help Desk Technician

23 Dec 2021
Virginia, Fairfax, 22038 Fairfax USA

Senior Help Desk Technician

Vacancy expired!

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to more complex customer issues and requests. As the entry point for customer's, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.

Public Trust clearance required

Job Responsibilities

Receives and logs customer issues/requests and documents per standards. This includes, recording all interactions with customers, assigning priority, classifying issues, and clearly indicating the resolution of the issues in the incident tracking system.
Performs triage on incoming customer issues that are more complex and attempts to resolve using the provided knowledge articles. This activity includes issue research via the knowledge management system, documents all steps taken to resolve in the incident ticket and escalates to the responsible party in order to minimize the amount of time taken to resolve customer issues.
Monitors incidents and tracks resolution within the customer Service Level requirement by documenting all steps taken using the knowledge articles in the problem ticket.
Adheres to Service Desk ticket handling procedures. This may include notification to higher Service Desk tiers for urgent and special consideration incidents.
Performs incident follow up with contacts to provide exceptional customer satisfaction. Through provided training develops and maintains knowledge of the incident tracking system.
Through provided training, develops, and maintains knowledge of customer business applications and environment. Understands the customer Service Level requirement metrics and objectives.
Assists in mentoring junior team members and accepts mentoring from senior team members.
Has a focus on continuous service improvement. Provides input for departmental reports. Strives to build the capabilities of teammates.
Seeks opportunities to improve own knowledge, skills and performance and is receptive to constructive criticism.

Minimum Qualifications

Associates degree in Information Technology or related field

-5-8 years in customer support or help desk for personal computers and software applications
-5+ year(s) of Help Desk Management experience

-Experience with incident tracking systems
-Experience with knowledge management systems preferred
-ITIL Foundations Certified preferred

ship Required


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    Dunhill Professional Search
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