Help Desk Technician

Every day CSRA makes a difference in how the government serves our country and our citizens. We are inspired by the important missions of our customers and we believe that by working together we can deliver exceptional solutions and services to enable the safety, security, health and well-being of our nation.

Seeking a Remote Support Specialist to provide initial support in responding to general application inquiries, specific questions concerning TSA systems. The ideal candidate will be responsible for monitoring service levels.

* Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met. * Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate. * Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. * 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 successfully resolved. * Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. * May provide leadership and work guidance to less experienced personnel.

**Basic Qualifications** * High school diploma or G.E.D. * Two or more years of technical training * Four or more years of technical or customer support experience * Experience working with company products and operating systems * Experience with solving computer-related problems * Experience working with company escalation policy **Other Qualifications** * Must be able to obtain Secret clearance with TSA EOD * Experience working with Remedy and ability to troubleshoot blackberries and smartphones * Call Center/Help desk exp; and willing to work flexible shifts * Basic understanding of MS Office 2007/2010 and the ability to troubleshoot Windows XP issues * Interpersonal skills for interacting with team members and clients * Communications skills * Organization skills to balance and prioritize work * Analytical and problem solving skills * Leadership skills to mentor and provide guidance to less experienced personnel * Ability to work in a team environment