Help Desk Specialist - Secret Clearance

Help Desk Specialist - Secret ClearanceLocation: Boulder, COReference: IB375Force 3, Inc. is a “Top 100” IT leading services provider with Cisco Gold and Sun Partnerships is seeking a Help Desk Specialist to work in Boulder, CO. We deliver strategic and financial value to businesses and government agencies through high-performing, secure, wireless, IPC networks and highly skilled services, including network management, help desk and application support.  We offer a great team environment and excellent benefits!! In addition to our Maryland and Texas locations, Force 3 has employees strategically placed onsite throughout the United States, performing critical tasks for our valued customers.   Visit our website www.force3.com for more information and a list of our current opportunities. DUTIES / SCOPE OF WORK:  Ideal candidate will be responsible for receiving incoming calls, emails, web cases, or faxes from customers and create an incident record or update an existing record. Individual will be the initial call handling person and needs to validate customer information, name, phone, room, id number, etc, as defined by the account requirements. Must also have good customer service skills, including sufficient oral and written communication skills and be able to diffuse callers as needed and report escalations appropriately. Must have technical experience and skills in the areas of problem determination and problem resolution. They must be able to follow and make use of standard procedure documentation. More advanced candidates in this role will be able to identify and recommend opportunities for process improvement. They will display knowledge of and the ability to understand the internal and customer environment and the relationships involved. Using their expertise and analysis, advanced agents will generally have a greater ability to resolve the customer problem at first contact within set criteria.  Individual in this role must follow all requirements for referring incidents to the proper queue, first call resolution rate, quality call and ticket evaluation targets, and FCR requirements.  REQUIREMENTS:  Position requires a current, active Secret security clearance. Must have basic PC troubleshooting and problem diagnosis techniques. Knowledge of Microsoft systems and applications is necessary, as is the ability to learn numerous customer proprietary applications. Additionally, knowledge and experience in network troubleshooting, VPN and wireless is a plus. Ability to work in a fast paced environment and recommend process improvements Excellent customer service skills. Ability to handle many incidents daily. Several Shifts available and some overtime may be required  Company:Force 3Email:Apply by EmailReference Code:IB375