Call Center Help Desk Support Specialist Tier I

$45,000 – $65,000 plus bonus

This stable and growing healthcare information management consulting firm located near the U Street Metro seeks a Tier I help desk support specialist to support users of mobile medical devices and related applications within the Department of Veterans Affairs.  The ideal candidate must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team.

 

You will answer, log and track incoming requests for support via an automated trouble ticketing system; Review, investigate and respond to incidents reported by end users in accordance with service desk policies, procedures and Service Level Agreements (SLAs); Respond to end user request for assistance using existing manuals and scripted responses; Ensure mobile devices maintain the appropriate security configuration; Perform software, email, and device Move, Add and Change (MAC) requests; Advise users on how to use their medical mobile device and government developed apps; Ensure escalated issues are properly routed to the Tier II help desk and other engineering and support teams; Participate in other tasks as assigned including but not limited to application support, defect troubleshooting, testing and root cause analysis activities

 

Please have a clear understanding of call center best practices with strong incident case management skills; Experience in a fast-pace call center environment with good time management skills; Understanding of application development programming languages, scripts and tools

 

a minimum of 1 year of experience with direct exposure with supporting production applications in a call center or similar help desk environment; Participating in formal and informal support process reviews or root cause analysis activities; Familiar with Remedy or similar automated trouble ticketing systems; Experience preparing and editing deliverables using MS Office, PowerPoint, Visio and SharePoint; Education and/or hands on experience with any of the following programming/scripting languages: PHP, .Net, JavaScript, ColdFusion, HTML5, Java; Mobile application development, support or implementation is a plus.

 

Please have any combination of education and experience (above the high school level) equivalent utilizing the knowledge, skills and abilities listed above

 

9-5:30 and the firm offers health insurance, including medical, pharmacy, vision, and dental (company pays 75%), short and long-term disability insurance (company pays 100%), 401(k) with 4% company match , Performance bonuses, Metro transit benefit (for staff in the Washington, DC area), Paid Federal holidays and one floating holiday. 144 hours a year of paid time off, reimbursement for approved training, professional membership fees, and professional development activities and much more. The culture is open, family oriented and fun, 5 day casual, and this firm is GROWING! Please email A COVER LETTER and your RESUME as WORD attachments

 

Veterans are encouraged to apply