Help Desk Service Specialist
GENERAL JOB DESCRIPTION: Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Level.
Must have or be able to obtain a Security Clearance
- General knowledge of application’s and hardware
- Customer service
- Bachelor's degree with 5 years’ experience OR Associate's degree with 7 years of experience.