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Help Desk Specialist

Location
Reston, VA

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**MEMBERS ONLY**SIGN UP NOW***., Inc. is seeking a customer service oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
What you’ll be doing in this role:
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process in person or via telephone
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommend procedure modifications or improvements
Maintain and grow your knowledge of desktop support procedures, products and services
Requirements:
Proven working experience providing local and remote desktop support
Excellent skills with Windows & Mac desktop OS’s. Knowledge of Linux also desirable
Working knowledge of standard business applications including the latest versions of Microsoft Office for Windows and Mac.
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Occasional after hours work
Customer service orientation
BS degree in Information Technology, Computer Science or equivalent

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