Help Desk Staff

Location: Remote 
Required Clearance: Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).  
Certifications: N/A
Required Education: HS Diploma/GED
Required Experience: Five (5)+ years of experience in supporting Information Technology.

Position Description:  

PingWind is seeking Help Desk Staff who support triage meetings with the stakeholders to coordinate and collect additional information relevant to the issues identified by the end-user. Receives telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Help Desk Staff shall be the first point of contact for all customers’ concerns and issues they may be having. The Help Desk Staff will handle customer complaints, provide appropriate solutions and alternatives; include follow-ups to ensure resolution. Keep records of customer interactions, process customer accounts and file documents accordingly.

Responsibilities:
Typical Responsibilities/Tasks:

•Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. 
•Studies and resolve computer software and hardware problems of users. 
•Acts as contact for users having problems using computer software, hardware, and operating systems. 
•Determines whether the problem is caused by hardware, software, or system. 
•Answers questions, applying knowledge of computer software, hardware, systems, and procedures. May perform incident management activities for categorizing and entering tickets into the tracking systems. 
•Experience helping customers with product-related inquiries, assisting with technical problems, advising them on product usage, and proactively engaging with customers to ensure their happiness.
•Respond to customers. 
•Troubleshoot customer issues, and determine the best solution based on customer details...