Help Desk Support Technicain

The IT Help Desk provides essential support for information technologies. Help Desk staff work in a dynamic, fast-paced environment that requires flexibility with hours. Help Desk personnel provide end user support over the phone, through remote management and in-person to internal staff.  Requirements:  Three years of technical experience in information technology or information systems. Past work experience in a high paced customer focused service setting. Excellent verbal and written communication skills. Strong problem solving and research skills with the ability to take responsibility and ownership for a problem. Experience using Microsoft Office productivity tools. A+ and MCP in Windows 2000 or XP OS Functional Responsibility:  Supports users of information systems by handling user calls, researching complex problems and questions, responding with answers or interventions, providing assistance, tracking calls, analyzing call data for trends and common system problems, and evaluating the quality of information systems through user-support call data. (GSA)  Customer Service Focus: Help Desk staff is responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an on-line database. They then document their diagnostic steps as they troubleshoot the reported problem. Research is often required to find the correct solution. Constant communication to end users and other team members is essential for successful operation. Information technology is highly dynamic. Help Desk staff must have the ability to acquire and maintain a working knowledge of a wide range of applications and systems. Help Desk staff may be assigned other duties as required.  Security: Individuals must have a SECRET clearance or must be able to secure a SECRET clearance after the required background checks. Location: East Point, t  30344 Status: Full Time, Employee Job Category: IT/Software Development Company: CIBER, Inc. Reference Code: FMHD