Job title: Helpdesk Support

Location: Remote

Duration: 12 + months contract to Hire

Level 3

Security + Certification

Will this position be contracted to hire? If so, what is the salary range offers for this role?: Yes / 70k-75K Annually.

Any specific industry experience you are hoping for this candidate to have?: Experience working with a Government Customer in IT and working remote.

List 3 most important skills/qualifications you MUST see in your candidates?: Ability to work independently, Analytical thinker, Ability to multi-task.

Client providing laptop (Y/N): Yes

BASIC QUALIFICATIONS:

Bachelor of Science degree in Information Technology or 5+ years of IT/Software Application Support

CompTIA Security+ Certification

Knowledge of IT operations in a government environment

Strong technical ability

Excellent written and oral communication skills

Excellent leadership skills

Excellent reporting skills

Ability to multi-task

Strong interpersonal skills

Fluent in the use of the English language

Ability to work independently

Ability to work flexible hours

PREFERRED QUALIFICATIONS:

Previous experience working on an IT Service Desk supporting 500+ customers

5+ years of IT Experience working with the United States Government

Experience with software deployment and application support

Excellent technical troubleshooting skills

While working in a team environment to trouble, configure, and deliver Client software solutions to the Defense Commissary Agency's customers and employees. In this role, you will be working with a variety of cutting-edge technologies such as payment solutions, e-commerce, loyalty solutions, point of sale, reporting and payment technologies Grocers require to run their business. This role will report to the Client/EBS Helpdesk Manager.

POSITION SUMMARY & KEY AREA OF RESPONSIBILITY:

This position is responsible for supporting clients and configuring Client software solutions to meet customer needs and drive business value. This role requires a combination of dedication and skill that enables a candidate to instill confidence in our expertise in implementing Client POS solutions

Specific Responsibilities include:

Planning, installing, configuring, maintaining, and supporting all applications and hardware

Ability to communicate with all levels of co-workers and management a must to perform this job successfully

Responsible for troubleshooting hardware and software issues on a timely basis to adhere to the contractual SLAs

Monitor and analyze Helpdesk entries to ensure client needs are properly met

Perform daily monitoring of all applications and data links

Organize and coordinate activities associated with installation, deployment, and upgrade of software, hardware

Provide on-going education and training to users

Propose changes or solutions to products and services for optimal business results

Investigate customer relationship problems, and analyzes business processes

Proposes business solutions and services needed to satisfy customer requirements

Answer incoming phone calls and monitor helpdesk phone queues for customer support and troubleshooting.