Help Desk Specialist

Located in Chester, Virginia

Overview

VYBO aims to provide its headquarters and customers with a focus consisting of service desk resolution support, and in-field customer support. Be the first point of contact for technical issues and resolutions through facilitating increased user satisfaction, quick to resolve problems, and strengthen and standardize first class customer support.

Job Description

Properly solves technical problems and answers received by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, and system application, etc. Route calls to appropriate back offices. Maintains and updates records and tracking databases.

Necessary Responsibilities

• First contact and incident resolution for customers.
• Understand basic principles, practices, and administration of technical issues.
• Provides polite and customer friendly service support for problem resolution.
• Resolve as many incidents during the first contact, or at Tier 1. Appropriately escalate incidents to higher Tier II or Tier III.
• Documents and communicate problems and issues.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications.

Basic Qualifications

• Associates Degree and 1 year of related experience or 3 years of hands on experience
• Certification IAW with 8570 IAT II