Help Desk Technician Assistant

Job Category:Technical Support Services Primary Location:USA-MD: MARYLAND-ANNAPOLIS JUNCTIONSchedule:Full-time Job Type:Standard Employee Status:RegularJob Posting: 2008-09-05Description: Eagle Alliance Help Desk position Essential Job Functions Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met. Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process. Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Basic Qualifications One or more years of technical training in computer support Zero or more years of technical or customer support experience Experience working with company products and operating systems Experience with solving computer-related problems Experience with company escalation policy Other Qualifications Interpersonal skills to interact with customers and team members Communications skills Organization skills to balance and prioritize work Analytical and problem solving skills Ability to work in a team environment Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:TS/SCI w/ FS Polygraph Create Success