Job ID: VA-676591 (95490224)
Remote Helpdesk Analyst with troubleshooting and Service Desk experience
Location: Richmond, VA (DMAS)
Duration: 12 Months
Interview: Web Cam Interview Only
ON SITE EXPECTATION: Will work remotely until Leadership or Manager requires that they work at HQ. Please explain to your candidate that working remotely is subject to change. They must be willing to work ON SITE if requested by mgr. Must be able to pick up equipment IN PERSON. Parking is not provided for contractors.
Skills:
Proven experience as a help desk technician or other customer support role Required 2 Years
Technical savvy Required 2 Years
Good understanding of computer systems and customer service Required 2 Years
Ability to diagnose and resolve basic technical issues Required 2 Years
Proficiency in English Required 2 Years
Excellent communication skills Required 2 Years
Excellent organizational skills Required 2 Years
Customer-oriented and cool-tempered Required 2 Years
2 years of prior Tier 1 help desk work required Required 2 Years
Good working knowledge of Service Desk Plus software is a plus Required 1 Years
DMAS is seeking five enthusiastic and talented individuals to provide fast and useful technical assistance by researching, troubleshooting problems and answering questions on Medicaid Enterprise System (MES) issues. If selected, all new help desk staff will be trained to use the help desk software, phones, and queued with questions and answers for the MES related calls.
IDEAL candidates will have: Excellent Tier One Help Desk team members must have great communication skills to be able to understand the problem and explain the solution. Customer focused and patience is a must in guiding users through corrective steps. Our mission is to keep our user community moving forward with ease.
DAY TO DAY RESPONSIBILITIES:
• Serve as the first point of contact (tier one) for customers seeking technical assistance over the phone
• Perform remote troubleshooting through pertinent questions
• Determine the best solution based on the issue and details provided by the customer
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support (tier two or tier three) personnel
• Provide accurate information on their resolution to their issue
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
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