Tier 1 Helpdesk Support Specialist

Job Title: Tier 1Help Desk Support Specialist                                                                                                     

Location:  Remote 100% 

Clearance:  Ability to secure a GSA Public Trust  

Citizenship: US Citizenship or Permanent Resident                                                              

AttainX, Inc. is in search of a highly energetic Help Desk Specialist with effective communication skills and organizational skills to support our government client.

Qualifications and Education Requirements:

• 1-2 years of relevant experience in a Tier 1 help desk phone support environment.
• Some college courses relevant to experience can be substituted for work experience.
• Computer knowledge (equivalent to A+ certification).
• HDI Customer Service Representative Certification desired, not required.
• Must have high-speed internet, a home landline and USB headset.
• Ability to work independently.

 Skills:

• Strong written and oral communication skills in English with good comprehension.
• Professional and proper telephone and email etiquette are a must.
• Exceptional customer service skills.
• Working knowledge of the MS Office Suite.
• Strong time management and prioritization skills.
• Efficient typing and speaking to users at the same time.
• Skilled at navigating a help desk ticketing system.

Duties:

• Support the GSA Program, Mission, and Project. 
• Manage and assign all help desk inquiries and provide resolution to each.
• Attend status meetings and be prepared to discuss updates.
• Professionally manage customer inquiries.
• Will troubleshoot issues and meet users’ knowledge in giving accurate support guidance. 
• Identify and recommend improvements to help desk support team.
• Respond to all help desk inquiries, create tickets and assign a priority level.
• Attempt first-call resolution and escalate to Tier 2 when required.
• Maintain responsibility for all tickets until final resolution is achieved and documented.

Non-Essential Functions:

• General Duty Requirements. 

About AttainX:

AttainX Inc. is a Women-Owned Small Business (WOSB), Economically Disadvantaged WOSB (EDWOSB), CMMI Level 3, ISO 9001:2015 certified QMS, and a Gold Level SAFe Partner. For more than 14 years, AttainX has delivered mission-aligned IT and engineering solutions for federal agencies including USDA, NOAA, DOE, DHS, and DIA. 

Benefits:

• Competitive compensation
• Paid vacation
• Medical, dental, and vision coverage
• Matching 401(k) plan
• Tuition and training reimbursement
• Long & Short-Term Disability 

EEO Commitment:

AttainX is an Equal Employment Opportunity employer committed to a workplace free from discrimination under applicable federal, state, and local laws. 

Physical Demands:

Sitting and working at a computer for extended periods; communicating via phone, email, and video conferencing; occasional lifting of up to 10 pounds. 

Work Environment:

Onsite professional work environment with moderate noise level.