Help Desk Specialist

Company Name:
Enterprise Information Services, Inc.
The DAU Help Desk provides full technical and navigational support for the Defense Acquisition University's Learning Management System and many of its peripheral systems, at a Tier 1 level. This includes answering inbound phone calls and emails pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics.
This position is an immediate need for someone with previous IT Helpdesk experience. This is a contract position for two - three months.
Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+)
Answer inbound phone call, email, and ticket inquiries
Follow up with existing tickets/inquiries, as appropriate
Accurately classify and record details of inquiries into a web-based ticketing system
Aid in the account management, navigation and technical troubleshooting of the DAU Virtual Campus - to include login, course-enrollment management, and peripheral systems
Effectively diffuse irate users using empathy and professionalism
Effectively manage time to ensure that minimum standards are met
Ability to telework part- or full-time in the next few months
Minimum Qualifications:
Experience in customer service
Exceptional communication skills, both verbal and written
Demonstrable PC computer skills
Experience with troubleshooting - to include researching problems, analyzing trends, and expressing findings.
Ability to pass and maintain a government background/security check
Highly Desired Qualifications:
Previous clerical, call center or help desk experience, with email support
Experience with Microsoft Office Suite, especially Outlook, Word, and Excel
Associates Degree or higher in Information Technology or related field
Shift Hours: 6:00am-3:00pm or 11:00am-8:00pm Monday - Friday
Date: 2014-06-04
Country: US
State: VA
City: Ft Belvoir
Postal Code: 22060

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