Help Desk Tier I Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Help Desk Tier 1 and Data Center support for HUD's IT Modernization initiative

• Offer technical assistance to computer users in person, via telephone, or electronically

• Address inquiries related to requests, incidents, or issues

• Troubleshoot computer issues involving hardware, software, printing, setup, word processing, email, and operating systems

• Record all aspects of customer interactions in the ticketing system

• Follow up with customers to confirm that issues have been resolved

• Update the knowledge base with process modifications and suggested solutions

• Appropriately escalate complex and security-related concerns

• Coordinate multi-team collaborations aimed at troubleshooting and root cause analysis

• Execute mainframe backups as assigned

• Utilize server and network monitoring tools and engage relevant personnel when errors arise

• Assess the status of servers, mainframes, cloud services, and other systems

⛳️ Requirements

• Previous Help Desk TIER 1 experience is preferred

• Comprehensive knowledge of MS Office beyond basic personal use is required

• Familiarity with technical infrastructure, including LANs, WANs, and servers

• High school diploma is required

• Experience with virtual private networking and/or home networking is a plus

• Capability to provide technical support for computer-related matters

• Ability to accurately document customer interactions in a ticketing system

• Skill in diagnosing, problem-solving, and resolving customer issues

• Understanding of technical infrastructure and ability to identify limitations and escalate intricate problems

• Proficiency in conducting effective Knowledge Base searches

• Capacity to remain calm and focused when interacting with challenging customers

🏝️ Benefits

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Paid time off

• Paid parental leave

• Life and disability insurance

• Flexible spending accounts

• Commuter benefits

• Tuition reimbursement