Help Desk Specialist (Mid) - DecisionPoint | Cortek

Overview:

DecisionPoint Corporation is seeking a Help Desk Specialist (Mid) to join our IRS Customer Support Services (CSS) IT Service Desk team. The Help Desk Specialist (Mid-level) will provide Tier 1 IT service desk support, delivering remote support to IRS customers. This role requires proficiency in Aternity, ServiceNow, eGain, Bomgar, Microsoft Office, and Apple IOS software products. The ideal candidate will troubleshoot and resolve issues related to software, hardware, and network configurations, offering excellent customer service through various communication methods, including chat, phone, and email. The role also includes monitoring tickets, performing upgrades, and assisting junior specialists in resolving complex problems.

Duties & Responsibilities:

• Provide remote support for IT Service Desk Tier 1 requests, including software installation, upgrades, troubleshooting, and resolving hardware and software issues.
• Use Aternity, ServiceNow, eGain, and Bomgar software to manage and resolve trouble tickets.
• Perform remote installation of primary and peripheral computer hardware and software.
• Track and document customer interactions, ensuring detailed reports for each trouble ticket.
• Assist junior resources and provide coaching to improve their technical skills.
• Handle multiple customer interactions simultaneously via chat, phone, or email when necessary.
• Update and maintain knowledge articles to ensure accuracy and relevance in troubleshooting.
• Adhere to average handle time for trouble tickets, escalating issues when necessary.
• Provide telephonic IT support to IRS customers, offering troubleshooting and problem resolution for IT-related issues.
• Perform basic network functions, such as verifying network connectivity, IP addresses, and managing computer domain connections.

Qualifications:

• Active Public Trust Clearance or ability to obtain Public Trust clearance.
• Completed IRS Minimum Background Investigation or ability to clear IRS Minimum Background Investigation.
• Minimum of 3 years of experience in help desk or IT support roles.
• Knowledge of Aternity software, ServiceNow, eGain, Bomgar, Microsoft Office Products, and Apple IOS software.
• Proficiency in troubleshooting and resolving issues on desktop and laptop computers.
• Strong customer service skills, both written and oral, with the ability to communicate technical information effectively.
• Ability to work independently, handle multiple tasks simultaneously, and escalate complex issues when necessary.
• Experience in maintaining and updating trouble tickets using IT ticketing systems such as ServiceNow.

Our Equal Employment Opportunity Policy:

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.