Help Desk Specialist at Computer World Services (CWS)Corporation in Kearneysville, West Virginia

Job Description:

Job Description

The Help Desk Specialist provides Tier II and III technical software, problem resolution for members by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second tier technical support issues for users of the organization's products and services.

Key Tasks and Responsibilities

* Uses automated information systems to analyze routine situations

* Reviews incoming requests and receives incoming calls. May prioritize for proper action

* Resolves user problems quickly and efficiently

* Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available

* Conducts technical research to resolve issues as they are presented

* Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

Education & Experience

* High school diploma or GED is required

* 1-5 years of customer service experience is required

* Ability to communicate effectively, both verbally and written

* Ability to troubleshoot and problem solve

Certifications

* Relevant certifications are desired (CompTIA A+, CompTIA Security+, or similar)

Security Clearance

* Must be able to obtain and maintain government customer Public Trust clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

* No travel required