Help Desk Coordinator Sr Associate with Top Secret/SCI and Polygraph (CLEARANCE REQUIRED)

Job Category:Help Desk Coordinator Sr Associate Primary Location:USA-VA: VIRGINIA-FAIRFAXSchedule:Full-time Job Type:Regular Employee Status:Regular No Job Posting: 02/27/2008Description: Essential Job Functions Provides technical support to users for highly complex computer related technical problems on a primary account. Acts as customer service lead or account specialist. Provides back-up assistance on other accounts as needed. Answers help desk telephones for account(s) and responds to complex customer inquiries related to core software applications to ensure customer goals are met. Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software problems. Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations. Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. Provides leadership and work guidance to less experienced personnel. Applicant must possess a Top Secret/SCI clearance with Fullscope(preferred) or CI Polygraph (acceptable). Basic Qualifications Two or more years of technical training either in an educational environment or work related. Two or more years of technical or customer support experience in a high volume call center. Experience working with customer support/call center ticketing systems. Two or more years experience troubleshooting and problemsolving customers and end user issues in a technical environment. Experience working with help desk software Applicant must possess a Top Secret/SCI clearance with Fullscope(preferred) or CI Polygraph (acceptable). Other Qualifications Good problem solving skills Good communication skills Good organization skills Ability to deal with ambiguity and change Ability to lead and coordinate others Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:TS/SCI w/ CI Polygraph Create Success