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Customer Service in Chaptico,Maryland
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Help Desk Support

ITAC Solutions, LLC Fort Belvoir Full-Time
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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.


Skills required

Technical Support
Information Technology
Operating Systems
Computer Hardware
Server (Computer Science)
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Job ID: BHJOB8234_23898


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Founded in Birmingham, Alabama in 2000 and initially focused on placing IT and Accounting professionals (hence the name "ITAC") in temporary/contract, contract to hire and direct hire positions with clients throughout the country.

ITAC has four offices (click here for our locations) led by a management team mostly comprised of owners in the business, built on decades of industry and corporate staffing experience. We're now also connecting professionals in fields like Engineering, Marketing, Human Resources and all those other roles that keep the wheels turning in every company (where phrases like "heavy lifting" and "sharp objects" only apply to copy paper and staples, respectively).

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