Help Desk – Tier I

Beltsville, MD

Active Secret Clearance Required

Talent Orchard has been contracted by a long-standing IT Government Contractor in their search for an experienced Tier I Help Desk Specialist to join a current funded program in Beltsville, MD, in an exciting and innovative environment where the Customer’s mission is delivering superior customer service to the Agency employees and contracts.

Responsibilities:

• Answer Help Desk phones and provide Tier I support to users
• Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
• Exercise strong customer service and communications skills
• Analyze, evaluate, and test software and hardware problems
• Handle heavy call volume
• Enter and update tickets in the contact management system
• Drive to resolve customer issues and concerns as quickly as possible

Qualifications:

• Must have Active DoD Secret Clearance
• High School diploma and 2-4 years of related experience
• Familiarity with computer terms and customer service operations
• General understanding of Microsoft products and desktop hardware
• Familiarity with current versions of the Windows Operating Systems (XP, 7)
• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being describe

Desired Skills:

• An industry certification (e,g., Security +, A+, ITIL v3, HDI certifications) is desired to begin work, however, the certification must be completed within the first 60 days after start date.

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

•  Human Capital
•  Professional Services
•  Accounting/Audit Readiness
•  Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

 
Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.

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