The Help Desk Specialist 1.5 provides remote technical support in a call center environment for the Federal Aviation Administration (FAA). This position responds to employee inbound calls and emails in order to assess and troubleshoot computer user support problems such as password resets, desktop issues and specialized applications problems. Additionally, this position requires the ability to troubleshoot user support issues of greater complexity that are escalated from the Tier 1 level. The Help Desk Specialist 1.5 must be able to provide exceptional customer service while resolving a high volume of Tier 1 incidents as well as the escalated Tier 1.5 incidents that require greater research, skill or accessibility for resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Receives employee phone calls and emails concerning computer support problems. Creates incidents in Remedy, and responds by resolving customer issues or escalating to the appropriate queue for resolution.
Works incidents in the Service Desk Remedy queue. Ensures customer receives frequent and accurate information as well as timely resolution of issue(s).
Provides assistance through remote tools / PC access capabilities.
Researches / reviews incidents earmarked for escalation to Deskside field support. Determines ability to resolve any issues, and reassigns to self.
Works on assigned Tier 1.5 support issues. As required, interfaces with Deskside support (Tier 2 and Tier 3) and other support organizations / staff at various FAA supported sites. May be occasionally tasked with additional work related responsibilities such as the creation and maintenance of support documentation provided in a knowledgebase in support of the FAA customer.
Tracks / maintains number of incidents resolved at Help Desk site.
Mentors / coaches other technicians to increase first contact resolution.
Proactively seeks to perform additional resolutions at the Help Desk level by researching and recommending additional information, access or permissions.
Participates in special projects, as needed.
Performs all responsibilities and tasks as directed by supervisor in accordance with established procedures, the Staff Work Instruction and with applicable policies and guidance from the FAA. Performs other job duties and functions as directed by management.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Associates degree in a related field of study and a minimum of three (3) years relevant IT experience; or High School Diploma / General Education Degree (GED) and a minimum of five (5) years relevant IT experience; or equivalent combination of education / experience. A minimum of three (3) years Remedy Ticketing System experience and two (2) years Remote Administration Tools experience required.
CERTIFICATES / LICENSES / REGISTRATION
The following certifications are preferred but not required:
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Skilled proficiency utilizing and troubleshooting Windows Operating System and Microsoft Office Suite 2010 or higher with ability to type 30 plus WPM
Working knowledge and proficient understanding in the use of Active Directory and Remedy ITSM software
Knowledge of Dameware Remote Administration Tool
Ability to troubleshoot computer hardware / software issues at a senior level
Superior First Call Resolution (FCR) skills with ability to properly and successfully address customer needs / requests
Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations
Excellent verbal and written communications skills with fluency in the English language (other languages welcome)
Excellent analytical skills with ability to troubleshoot technical and complex computer / network related issues.
Ability to learn and apply new knowledge in a fast-paced environment
Detail-oriented with ability to manage multiple projects and priorities
Ability to effectively work both independently and in a team environment
Flexible with ability to work a variety of shift assignments, including overtime, during inclement weather conditions, as well as weekends and other non-traditional work shifts
Ability to be reliable and punctual
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets in Remedy ITSM software. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.