Service Desk Support Specialist

EOE Statement

Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.

Description

Key Concepts Knowledgebase, LLC., is seeking a Service Desk Support Specialist to join our team working with a high-visibility customer for a project at a large NIH CIT support organization. The successful candidate will be friendly, have great customer service skills, and work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.

The Service Desk Support Specialist responsibilities are as follows :

• Serve as the initial point of contact between the user and our IT service delivery department.
• Work within the ServiceNow ticketing system to create detailed work logs and technical documentation.
• Performs generic problem solving and assistance on various software applications, hardware systems and new technologies on the program.
• Provide support in the following way : chat, phone, email, and web support to users using communications, collaboration tools, and applications.
• Evaluate incoming calls to determine the extent of support required and escalate user to Tier II or Tier III in the shortest possible time frame if required.
• Provide instruction and / or training to users on existing or new systems, various applications and new technologies.
• Assists with the review, evaluation and recommendation of solutions relating to hardware and software problems.
• Work according to scripts, SOPs and guidelines to provide support.

Qualifications :

Knowledge, Skills and Abilities :

Position Requirements

Required :

Desired :

Training and Certifications :

Education :

Other :

Full-Time / Part-Time

Full-Time

Position

NIH Customer Service Representative

Location

Bethesda

This position is currently accepting applications.