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Job Summary
- Company
- Universal Consulting Services, Inc.
- Location
- Vienna, VA 22182
- Job Type
- Full Time
- Employee
IT Help Desk Consultant
About the Job
Universal Consulting Services, Inc. was founded in 2000 with the mission of becoming a highly professional and trusted provider of innovative business and technology solutions for the government and industry. That mission was achieved and continues to drive UCS’s workforce today. UCS is an 8(a) Certified, Woman-Owned, Disadvantaged Business headquartered in Fairfax, VA, and supports customer needs in the areas of Federal Acquisition, Enterprise Solutions, Financial Management, Military Deployment Health Program Management, and IT/ System Development Life Cycle. |
Universal Consulting Services, Inc. is currently seeking an IT Help Desk Consultant to work as part of an IT Service Desk team responsible for Tier 1 through Tier 3 support. Tasks include resolving issues for business applications while maintaining the Help desk infrastructure and operational needs of the Service Desk. The work location is at our government client site headquarters in Vienna, VA. |
- Provide support for a variety of proprietary government applications
- Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
- Act as first point of contact with customers to respond to telephone and electronic requests for support as part of a Service Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests
- Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues
- Ensure on-going maintenance and development of positive customer relationships with team members, end-users and 3rd party vendors
- Performs closed-loop communication with end users to resolution
- Ensure all time reporting and other required reports are accurate and submitted on time
- Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction)
- Assist in the development and documentation on training materials, Standard Operating Procedures (SOPs), and policies and procedures
Requirements
- 1+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial PC operating systems, COTS, and/or applications software in person and over the phone
- Experience using a Help Desk ticketing system such as Remedy or HEAT
- Experience researching problems, analyzing trends, and distributing findings
- Strong customer service, verbal and written communication skills, and troubleshooting skills required
- Ability to quickly learn complex business applications and apply this knowledge to assist end users
- Experience developing documentation, training materials, and Standard Operating Procedures
- Bachelor’s degree or certification in IT related field; work experience may be a substitute
- US Citizenship necessary with ability to pass a background check
ACTIVE SECRET CLEARANCE REQUIRED
UCS is an 8(a) Certified, Woman-Owned, SDB, EOE M/F/V/D
