Help Desk Support Specialist - Armedia LLC

Armedia is in search of a Help Desk Support Specialist, this position can be fully remote, however, candidates that are located in the DC Metro area are highly preferred to attend occasional meetings at our office in Vienna (Tyson's Corner), Virginia.  The Help Desk Support Specialist must have excellent communication and listening skills. The candidate must be self-driven and willing to help customers resolve their technical issues.

Responsibilities:

• Daily monitoring of help desk hotline and email inbox
• Adherence to response times as documented in service level agreement
• Triage and manage ticket prioritization on daily basis
• Walk clients through problem-solving process via email or virtual meeting
• Isolate problems to determine and implement solutions
• Maintain FAQ/body of knowledge to facilitate and expedite responses
• Participate in various levels of testing to maintain familiarity with the system and learn new features

Required Skills:           

• Attention to detail and self-driven
• Process oriented
• Strong customer service skills
• Excellent listening and communication (oral and written) skills and abilities
• Active thinking to help identify the root cause and recommend solutions
• Analytic and troubleshooting skills
• Execution of test scripts
• Ability to work independently

Required Qualifications:      

• US citizenship      
• Bachelor’s degree business, finance, information technology, or related field.
• Minimum of 5 years of technical Help Desk Support experience
• Thorough understanding of the SDLC and first-hand experience working with teams throughout the life cycle. 

Preferred Qualifications:           

• Proficient with Microsoft Office products
• Knowledge and experience with SQL
• Knowledge and experience with web applications

Armedia offers a comprehensive benefits package, including subsidized medical, dental, and vision insurance, life insurance, discounted disability insurance, a 401k retirement plan with company match, generous PTO, and paid holidays. holidays. 

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