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Help Desk Analyst

CoSolutions, Inc. is seeking IT Help Desk Operators to work at the main headquarters for Department of Homeland Security, DHS.

Our Help Desk is the recipient of four “Help Desk of the Year” designations encompassing all local, state and national Government agencies with top honors for ‘Teamwork Excellence and Overall Excellence”. Rated #1 Government Help Desk by the Government Customer Support Community of Practice.

Bring your desire to achieve and dedication to problem solve to CoSolutions as a part of our Department of Homeland Security (DHS) IT Service Desk. Qualified candidates will support a IT Help Desk which receives and triages 25,000 monthly contacts via email, telephone, and self-service requests through the Remedy ticketing system. The Help Desk supports a 10,000+ user community within the Department of Homeland Security (DHS).

Job Description: The Help Desk Operator Operator shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all level. Qualified candidates will perform initial triage of all IT incidents and service requests reported by customers. Focus is on first contact resolution of incidents and escalation to second level.

Work independently on routine assignments. Under close supervision on complex assignments, fields routine and moderately complex email and web submission requests, collects and documents incidents and service requests with pertinent data, and logs.
Prioritizes calls into the call management system and escalates trouble tickets to appropriate level for additional support.
Enters, tracks, prioritizes and updates service requests.
Performs additional duties and responsibilities as assigned.

Job Requirements:
• Active DHS/EOD Clearance
• US Citizenship required.
• Minimum 1-year experience, A+ certification or equivalent may be substituted for experience.
• Must be able to communicate effectively, both written and verbal.
• Possess excellent customer service skills.
• Must be proficient in Microsoft Windows 7, Office 2010, various Internet browsers to include Internet Explorer and Mozilla Firefox.
• Ability and interest in learning new technologies (MS Operating Systems, office products, and DHS specified software).
• Familiar with and use of Remedy Ticketing System (or similar ticketing system: ServiceNow, WorkDay, etc.)
• High School Diploma (GED) or Higher

Preferred Skills:
• Bachelor’s Degree
• Experience with DHS Specific Software


Education: High School Diploma or GED
Experience:   Two to Four years of progressive experience in computer systems operations.
1 year of experience with  commonly used software applications and data entry.
Customer Service experience required.
Knowledge of programming and system operation concepts with the understanding of how systems operate on computer hardware.
Proficiency in Microsoft Word, Excel and Power Point.
Work Hours:

Physical Requirements: 
Ability to sit for extended periods of time.
Ability to stand for extended periods of time.
Ability to walk to various locations as needed.
Ability to bend and navigate to perform assigned duties.
Ability to lift light to moderate equipment as needed for job.

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