the smart solution for Baltimore jobs

Junior Help Desk

Company: Akimeka LLC
Location: Baltimore
Posted on: December 9, 2018

Job Description:

Help Desk Specialist Job Description As part of a Tier 1 and Tier 2 help desk project, the selected candidate will provide detailed call/problem documentation and troubleshoot and attempt resolution of reported incidents experienced by users of Assistive Technologies while performing their day-to-day duties. Documentation of problems and solutions will be done utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS ticketing system is required for all modes of contact: phone, email, fax, and TDD, and will become the candidate's main workflow tool. The candidate will identify and report on a variety of hardware, software, mainframe access and print problem determinations as they pertain to the users of Assistive Technologies. The candidate will also, during each call, troubleshoot the problem being experienced by the user and provide solutions to the reported problems, or, if solutions are not able to be reached during the call, facilitate escalation of the problem per procedures and policies. Additionally, the individual will dispatch all vendor hardware tickets as per procedures and policies. Further, the candidate will participate in weekly status meetings and may be called upon to as needed to perform other duties. Requirements

  • Candidates must have the following qualifications:
  • Be fluent in spoken and written English
  • Have advanced troubleshooting experience
  • Experience in a formal IT support role
  • Advanced level of experience with Microsoft Windows
  • Experience writing, reading, and troubleshooting batch files
  • Experience with remote access tools and registry modifications
  • Experience with application programming
  • Familiarity with the following would be a plus:
  • Windows Accessibility Enhancements or other technologies for the assistance of the Disabled, Visually, or Cognitively Impaired
  • Section 508 of the Americans with Disabilities Act
  • The candidate must have a pleasant demeanor and phone presence and be able to maintain calm while speaking to frustrated callers.
  • The candidate will be required to have the ability to think quickly and creatively to diagnose and resolve problems with minimal supervision.
  • The candidate will be required to participate in training in the use of Assistive Technology products, including hardware devices and software applications.
  • The candidate will be required, within 2 - 4 weeks of joining the company, to become proficient in the use of the CAPRS ticketing system that is used by the agency to detail reported incidents.
  • Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. The company will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).Physical Efforts Required of the Customer Service Rep:Sit - 5.5 to 8 hours dailyWalk - up to 2.5 hours dailyBend/Stoop up to 2.5 hours dailyReach above shoulder level - Up to 2.5 hours dailyTalk - 5.5 to 8 hours dailyLifting - up to 20 lbs occasionallyCarrying - up to 20 lbs occasionallyReading - knowledge base, research, emails, CAPRS ticketsWriting - emails, CAPRS tickets, documentation as neededEye/Hand Coordination - Computer Mouse, pressing status buttons on phone (ready, not read, etc)Precise Manual Dexterity - Computer Mouse, pressing status buttons on phone (ready, not ready, etc)Exposure to extreme noise - Working in a call center sometimes involves overhearing other representatives talking on the phone. Additionally, there are regular fire alarms in the building. - provided by Dice Help Desk

    Keywords: Akimeka LLC, Baltimore , Junior Help Desk, Other , Baltimore, Maryland

    Click here to apply!

    Didn't find what you're looking for? Search again!

    I'm looking for
    in category

Other Other Jobs

Systems Integrator, Principal (Military Veterans Wanted!)
Description: Description JOB DESCRIPTION: br SAIC has a new opportunity for a Systems Integrator in Chantilly, VA to work within the Intelligence Community on complex projects crucial to our national security objectives. (more...)
Company: SAIC
Location: Chantilly
Posted on: 12/19/2018

CDL-A OTR Dedicated Flatbed Truck Driver Hazmat - Chantilly
Description: UPS Freight Truckload is hiring motivated professional truck drivers to work as full-time Dedicated OTR Flatbed Drivers. This position involves
Company: UPS Freight Truckload
Location: Chantilly
Posted on: 12/19/2018

Cyber Systems Engineer with Security Clearance
Description: Job Number: R0043980 Cyber Systems Engineer Key Role: Provide Systems Engineering and Technical Assistance SETA and programmatic support for a client. Provide Cybersecurity engineering services to support (more...)
Company: Booz Allen Hamilton
Location: Chantilly
Posted on: 12/19/2018

Big Data Architect (Military Veterans Wanted!)
Description: Basic Qualifications Bachelor's degree in systems engineering, a related specialized area or field is required or equivalent experience plus a minimum of 8 years of relevant experience or Master's (more...)
Company: General Dynamics Mission Systems
Location: Chantilly
Posted on: 12/19/2018

IT Project Mgmt Spec 4 with Security Clearance
Description: IT Project Mgmt Spec 4 Company The Boeing Company Job ID 1800083997 Date posted 12/14/2018 Location Chantilly Virginia United States Job Description Boeing Global Services BGS is seeking an experienced-- (more...)
Company: The Boeing Company
Location: Chantilly
Posted on: 12/19/2018

Special Payloads Lead Systems Engineer (Military Veterans Wanted!)
Description: Description SAIC is looking to hire a lead engineer with broad technical expertise in spacecraft payload design, program management, proposal evaluation and earned value assessment. The selected candidate (more...)
Company: SAIC
Location: Chantilly
Posted on: 12/19/2018

Belk Seasonal Support Associate - Lake Square Mall Belk #497
Description: The Seasonal Support Associate is part of the operations team that performs non-selling duties to support the selling function of the store. The Seasonal Support Associate position is temporary and non-exempt, (more...)
Company: Belk
Location: Leesburg
Posted on: 12/19/2018

Senior Functional Specialist/Advisor with Security Clearance
Description: Join ICES on a contract impacting national security as a Senior Functional Specialist/Advisor . These positions are located in Chantilly, VA. All positions require an active/current TS/SCI security clearance (more...)
Company: Intelligence Consulting Enterprise Solutions, Inc.
Location: Chantilly
Posted on: 12/19/2018

Appointment Setting Work from Home
Description: TeleReach Corporate is a national telephone-marketing firm engaged exclusively in outbound business to business calls. We offer a unique
Company: TeleReach Corporate
Location: Chantilly
Posted on: 12/19/2018

Part Time Food Pantry Administrator
Description: Position Description: Responsible for effective food distribution to food insecure clients and identifying facility repairs and improvements that support adequate food distribution to meet demand. br (more...)
Company: Catholic Charities Diocese of Arlington
Location: Leesburg
Posted on: 12/19/2018

Log In or Create An Account

Get the latest Maryland jobs by following @recnetMD on Twitter!

Baltimore RSS job feeds