Hanford Mission Integration Solutions Help Desk Support Spec (37660) in Richland, Washington
Job Duties/Scope Of Work This position will be a Tier-1 single point of contact Help Desk personnel providing diagnosis, troubleshooting, and resolution for customer desktop problems, including resolution of technical software problems. The help desk support includes multiple methods of input: call, chat, and web tickets. This position is considered essential, and all work is performed at the designated work location. Requests that cannot be handled over the phone will be routed to the appropriate Tier-2 field team (Field Support Services), or Tier-3 product managers or service providers for resolution. Job duties include, but are not limited to: - Assist users with desktop issues: software, connectivity, login issues, etc. - Maintain and operate the Hanford knowledge management tools. - Maintain and operate remote assistance tools. - Communicate internally and externally, clearly and effectively, our IT services and solutions as required. - Perform work safely and in compliance with environmental obligations using the core functions and elements of the Integrated Safety Management System and Environmental Management System. Basic Qualifications - AA Degree, plus 2 years of Information Technology related customer service and/or computer technical support experience - or - an equivalent combination of education and experience. - Possess problem solving, troubleshooting and analytical skills to assist users with desktop issues, installs, remote software, restoration of files. - Customer service skills, with experience working one on one with customers. - Must be coachable, have an attention to detail, and the ability to look at issues from a variety of angles. - Working knowledge of Outlook, Word, Excel, SharePoint, and Teams environment. Desired Qualifications - Fundamental experience and ability to manage multiple tasks simultaneously. - Working knowledge of help desk ticketing systems and how to capture all critical data for help desk support requests. Including priority, categorization, resolution notes, and other data points. - Strong organizational skills and effective in prioritizing tasks in high pressure situations. - Working knowledge of fundamental operation of enterprise computing services. - Excellent analytical and problem solving skills. - Ability to interact effectively and professionally with employees and customers. - Possess strong attention to detail in a highly technical environment. Compensation & Benefits Hourly Rate: \$25.207 - 31.537 HMIS offers a comprehensive benefits package that includes medical/dental/vision, short-and long-term disability, life insurance, 401(k) with employer match, and paid time off. For a full list of benefits please visit our benefits website: https://hmis.hanford.gov/hr/page.cfm/employeebenefits In accordance with the current Collective Bargaining Agreement (CBA), the pay rate listed represents the starting hourly rate. HMIS is an EEOE/Females/Minorities/Veterans/Disabled/VEVRAA Federal Contractor.