What you’ll be doing (duties of this position):
Provides first-level customer service and helpdesk assistance in support of an Army records proprietary information management system. Responses will normally be by email; however, there may be need for follow-up telephone support. Handles routine end user's questions and requests, utilizes a web-based help desk application (Remedy) to record all customer transactions into a log for further follow-up or analysis. Reassigns issues to the next level of support when appropriate.
As the first responder to a client's request for assistance the successful candidate, will:
* Determine and prioritize resolution(s) following Help Desk "Best Practices" regulations and policies.
* Provide complete, accurate and timely information to the client to ensure the highest quality of customer satisfaction.
* Using the Remedy help desk tool, consistently record customer transactions into a log for further follow-up or analysis
* Reassign issue(s) to the next level, if he/she is unable to provide accurate, timely information to the client.
What you’ll need to be considered (requirements):
Each on-site representative will meet certification level requirements of Bachelor's Degree in a related technical discipline with 6 years of experience is required. Additional years of experience may be substituted for degree.
Clearance: Minimum of Interim Secret. Above works well too.
Server (Computer Science)