Level 1 Help Desk Specialist

VariQ

(Florida, United States)

Full Time

Job Posting Details

About VariQ

VariQ is an information security and information technology services company delivering strategic solutions to technology-enabled enterprises. Core competencies include Cyber Security, IT Infrastructure support, and Program Management. VariQ is a Microsoft Gold Partner and a Symantec Platinum Partner.

Responsibilities

* Perform over the phone Technical Support First Level for registered enterprises utilizing Government owned verification
* Provide first level support for GOTS application errors for stationary and mobile devices.
* Application customer account management to include restoration of account access, initiate account transfer, disable or delete requests to Second and Third Level Technical Support.
* Provide superior and efficient customer service; utilizing excellent oral and written communication to Government and private organizations nationwide.
* Perform security, quality assurance of Personally Identifiable Information.
* Assist in the record and transferal of non-technical inquiries to proper application support entities.
* Demonstrate adaptability and success in supporting continuously evolving applications and growing customer base.
* Participate in process improvement for First Level Technical Support Center in efforts to streamline processes, performance and improve customer experience.

Perform over the phone Technical Support First Level for registered enterprises utilizing Government owned verification
Provide first level support for GOTS application errors for stationary and mobile devices.
Application customer account management to include restoration of account access, initiate account transfer, disable or delete requests to Second and Third Level Technical Support.
Provide superior and efficient customer service; utilizing excellent oral and written communication to Government and private organizations nationwide.
Perform security, quality assurance of Personally Identifiable Information.
Assist in the record and transferal of non-technical inquiries to proper application support entities.
Demonstrate adaptability and success in supporting continuously evolving applications and growing customer base.
Participate in process improvement for First Level Technical Support Center in efforts to streamline processes, performance and improve customer experience.

Ideal Candidate

Required:

The ability to obtain and maintain a DHS/USCIS EOD Suitability Clearance
High School Diploma/GED Certification
Working experience with:
- Windows OS 7 and higher
- Skype/Skype for Business 2010 or higher
- Microsoft Office Suite, including Outlook (2007 or newer)
- Internet Explorer Google Chrome, Firefox, Safari
- Adobe Acrobat and related products

Desired:

ITIL v3 Foundations Certification (or higher)
One or more of the following certifications from the Helpdesk Institute (HDI):
- Customer Service Representative
- Support Center Analyst
- Desktop Support Technician
One or more of the following certifications from CompTIA:
- Strata IT Fundamentals
- A+
- Network+