Help Desk Operator - Akima, LLC

• Provides expert customer service by interfacing with customers to understand and resolve their issues, maintaining a customer-centric approach to ensure high satisfaction levels.
• Assists customers in establishing new accounts and managing existing ones.
• Ensure all account-related issues are resolved promptly and accurately.
• Manages trouble tickets from initiation to completion, leveraging checklists and system expertise to troubleshoot and resolve issues promptly and effectively.
• Provide analytical products based on trouble ticket reports to identify trends, issues, and utilization rates, proactively analyzing data to pinpoint potential issues and areas for improvement.
• Maintains detailed records of customer interactions, issues resolved, and account changes. Generate reports on common issues and suggest improvements to enhance the customer support process.
• Works closely with the IT and development teams to address recurring issues and implement system improvements.
• Communicates technical information in a clear and concise manner to non-technical users.

• Secret Clearance.
• Experience in a help desk or technical support role.
• Familiarity with troubleshooting common technical issues and using help desk software.
• Excellent verbal and written communication skills.
• Strong organizational abilities with attention to detail.
• Must be a U.S. Citizen and able to obtain and maintain a U.S. Government Security Clearance.

Desired Qualifications:

• Bachelor’s degree or higher in Information Technology, Computer Science, or a related field.
• TS Clearance with SCI Eligibility.
• Relevant certifications such as CompTIA A+, ITIL, or Help Desk Institute (HDI) certification.