- Serve as subject matter expert, possessing in-depth knowledge of Help Desk support.
- Support on Low and High – email, phone and potentially Skype
- Providing details to any bugs found by end users, tester(s) or stakeholder to the development team.
- Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences.
- Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system
- Updating documentation in Confluence and web tool
- Posting Notification banners and events
- Interfacing with the User Engagement team and Government Program Office when required.
- Demonstrating product to internal program team
- Providing statistics and producing special requests for Government Program Office when required
- Apprising User Engagement team of any request from users and participating in focus groups.
- Respond to and diagnose problems through discussion with user.
- Ensure a timely process through which problems are controlled – includes problem recognition, research, isolation, resolution, and follow-up step.
- Supervise operations of help desk and services as focal point for customer concerns
- Provide support to end users on a variety of issues.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email, and personnel requests for technical support.
- Document, track, and monitor the problem to ensure a timely resolution.
- Provide second tier support to end users.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems.
- Providing feedback to development team on potential enhancements
- Special projects and tasks as assigned.
- 5 years of relevant experience
- TS/SCI clearance with FSP
- Command of Microsoft Windows Applications
- Ability to learn new technology.
- Ability to communicate and document effectively.
- Demonstrated experience and problem-solving abilities to assist customers with a variety of queries.
- Ability to communicate effectively in a fast-paced environment.
- Testing Demonstrated experience with providing customer service for systems that reside in a secure environment.
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Helpdesk Specialist - Bethesda, United States - Cohere Technology Group LLC
Description
Job Description
Job DescriptionCohere is seeking a Help Desk Specialist SME to join our team You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design.
Invent your future and make a lasting impact at Cohere
Duties include but are not limited to:
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