Helpdesk Support Specialist

"Those authorized to work in the United States are encouraged to apply. We are unable to sponsor at this time.Position: Helpdesk Support SpecialistLocation: Clinton, MS Duration: 6 Months Contract (Very high possibility of Contract to Hire)Responsibilities:

• Provides phone support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors;
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems;
• Addresses support requests received over the phone or through email and web-based systems;
• Provides prompt, courteous, and professional response to user calls during supported hours;
• Provides a single, identified point of contact for all Help Desk and change request services;
• Updates and maintains Help Desk records in accordance with established support procedures;
• Performs account password administration and processes new user account requests;
• Develops, maintains, and executes standard Help Desk operating procedures;
• Follows security requirements as requested by the Government Security Officer;
• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress;
• Processes standard change request (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC's)
• Manages the user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again; and

• Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills.
• Must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures.
• Must have a desire to learn new skills and take the initiative to improve their performance through on the job training.
• Must be available to assist in development and modification of procedures.

• IT background
• Help Desk experience
• Positive attitude
• Excellent communication skills