Location: Patuxent River, MD, US
ShadowObjects, LLC is currently seeking Help Desk Specialists in support of NAVAIR at Patuxent River, MD.
Job Duties/Responsibilities
- Receive and record, track, resolve and/or escalate all customer inquiries or requests.
- Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
- Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for service.
- Close all resolved incidents or requests as required.
- Conduct customer satisfaction call backs and record results.
- Attend ongoing knowledge transfer and training sessions.
- Stay abreast of all changes in standard operating procedures.
- Utilize the Knowledge Management System to assist with call resolution.
- Attend meetings as required.
- Request assistance or clarification if standard operating procedures are unclear.
- Provide system monitoring support for requested applications.
- Perform system updates support for requested applications.
- Provide system health checks for requested applications.
Education Requirements
High School Diploma
Bachelor’s Degree Preferred
Security Clearance Requirement
Secret
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