Help Desk Technician

Customer SupportCustomer SupportFull TimeRemote

Location

United States

Posted

15 days ago

Salary

Not specified

No structured requirement data.

Job Description

This role involves providing technical support to DoD and Government customers using DISA Storefront ordering software. Troubleshoot and resolve problems to ensure users can effectively utilize the software. Communicate with users via phone, email, chat, ServiceNow incident management, etc. to understand their problems and guide them through solutions. Provide step-by-step guidance to users, helping them navigate software and resolve issues independently. Offer guidance on new software or features and provide best practices for using the ordering tool. Resolve account and login issues. Manage and track user issues through a ticketing system, ensuring timely resolution. Gather feedback from users to identify areas for improvement in the software or support processes. Proactively look for order issues and resolve them even if not reported by the user. Identify and document software bugs, defects, or issues and customer pain points for future releases. Create and maintain documentation like user manuals and troubleshooting guides.

Job Requirements

  • Secret Clearance
  • Excellent communication skills
  • Customer service oriented
  • Self-motivated
  • Initiative

Benefits

  • Salary Range: $39.00 - $40.00/hr.
  • General Description of Benefits

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