Help Desk Coordinator Intermediate on GSA STARS II Small Business IDIQ liaise with relevant authorities and departments in the organization to adopt efficient procedures in resolving both internal and external technical issues. They provide help and advice to both IT and non-IT staff and customers in resolving technical issues such as computer problems, software and application problems, installation issues, network access issues, and security breaches. Handle help desk issues by coordinating help desk ticketing, help desk calls, and help desk emails; and resolve technical issues and escalate more complex ones in terms of priority. Have degrees in Public relation, computer science or any other professional certifications in relevant fields. Patient and empathetic, possess excellent customer care service skills. Pay close attention to details and ensure clients get the best experience. Identify, analyze, and solve both simple and complex computer problems. Have a strong writing skill that is helpful in preparing instructions and email responses for employees and clients, as well as in real time online chat interaction. Under general supervision, respond to and diagnose problem through research, isolation, resolution plans, and discussions with users. Attend to help desk service calls using documented procedures and ensure issues are resolved in a timely manner. Offer remote computer troubleshooting services, account maintenance support services, help desk ticketing system tracking, receive customer calls and emails to obtain first-level technical support, solve routine internal and external issues, and escalate complex issues on priority basis. Look at the root cause of the problems and make sure that it does not recur. Familiar with the use of problem management database and help desk systems and application. Ensure customer satisfaction through continuous status information, development and management of internal and external support documents, and the monitoring of critical infrastructure systems with industry standard tools and controls.
CLIN 50 Help Desk Coordinator Intermediate
$58.57 / Per Hour
Help Desk Coordinator Intermediate on GSA STARS II Small Business IDIQ under general supervision, responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, and resolution steps. Typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. May involve use of problem management database and help desk systems.