Help Desk Specialist I (Copyright)

The Help Desk Specialist I provides front-line, customer service and technical support to end users. This position receives, documents, categorizes, and fully resolves incidents or service requests possible on first contact, escalating when necessary. This role requires strong communication, customer service skills, and the ability to follow established procedures for documenting issues, managing tickets, and coordinating with higher-tier personnel.

Key Tasks & Responsibilities

• Interacting with customers via telephone, email, and online forms to troubleshoot and resolve incidents involving networks, accounts, and IT services.
• Using a trouble ticket management system to receive, document, categorize, assign, and track all customer incidents and requests.
• Providing first-contact resolution for routine technical issues and customer service inquiries.
• Coordinating escalations to technicians and other specialized teams as needed.
• Assisting the Help Desk Supervisor in documenting procedures, call scripts, workflows, and escalation processes.
• Tracking and monitoring issues to ensure timely resolution in accordance with defined service levels.
• Responding to client questions regarding system operation, account access, registration processes, and security requirements.
• Supporting research activities, ticket trend analysis, and providing data for weekly and monthly metrics reports.
• Responsibilities include first-contact triage of account, deposit, and access issues, as well as escalation through established processes when required.
• Maintain 24/7/365 availability for support as part of the Contact Center team.
• Escalate suspected system defects, bugs, and service disruptions to development teams and product owners following the Service Disruption Reporting process.
• Prepare and contribute to daily statistical reports on Service Desk activities.
• Monitor and respond to customer satisfaction surveys and quality assurance feedback.
• Assist in preparing weekly quality assurance reports, including analysis of unresolved tickets and negative survey responses.

Education & Experience

• Minimum General Experience
• One to three (1-3) years of experience working in customer service operations.
• Minimum Education
• High School Diploma.

Certifications

• ITIL certification v4 preferred.

Security Clearance

• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Onsite at customer location