Help Desk Specialist

Terrestris LLC

November 11, 2024

11:09 AM

Terrestris LLC 18027 Dumfries Shopping Plaza, Suite 7. Dumfries, VA 22026

Company size : 11-50 employees
Job Type & Title : Remote
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About Company:
Founded by a Marine Corps Veteran, and Rooted in the USMC values of Honor, Courage, and Commitment; Terrestris, LLC is a service-disabled veteran-owned small business (SDVOSB) and SBA-certified 8(a) firm, specializing in Human Capital solutions, programmatic support, Information Technology, and Science and Technology services. Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.
Skills: Customer Service Contact Centers Desktop Computers Event Ticketing Help Desk Support IT Escalation Laptops Operating Systems ServiceNow Ticketing Systems

What does a typical day look like for the Remote Help Desk Specialist?

You Will

Provide remote support to other US staff and to CI customers.
Aid in user account management, including but not limited to adding, removing, and maintaining account access to various resources.
Apply customer service and customer support principles and methods.
Install systems in customer organizations.
Install primary and peripheral computer software and hardware.
Troubleshoot and resolve problems on desktop computers, laptop computers, and/or applications or software for customers.
Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications.
Test and debug programs according to detailed requirements and submit results.
Provide support in customer service, help resolve user accounts, and troubleshoot the configuration of software and/or Operating Systems.
Provide support in testing software deployment by testing and submitting survey results.

What qualifications do you look for?

You might be the Specialist we’re looking for if you have:

Proficiency in laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both oral and written.
1-2 years of IT help desk support
Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
An ability to follow knowledge articles and articulate instructions in a chat, phone, email, and within the documentation a support session to assist customers.
An ability to assist multiple customers at a time when possible.
An ability to open and monitor the status of trouble tickets and add pertinent information into the current US ticketing system, Service Now or any other required ticket documentation system, to include steps leading to resolution or escalation.
Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
Customer service experience in a call center or equivalent.
Ability to work remotely from home.
High school diploma or equivalent.
Associate’s degree in IT or equivalent experience preferred.
Must be a US citizen.

Terrestris LLC

18027 Dumfries Shopping Plaza, Suite 7. Dumfries, VA 22026

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