Help Desk Specialist

Job Title:  Help Desk Specialist 

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.  

 Essential Duties and Responsibilities  

• Provide first level user support for a cloud-hosted enterprise digital services platform used by a broad community of stakeholders 


• Respond to user inquiries related to system access, navigation, and general platform functionality 


• Document support requests and track issues through a help desk or service management system 


• Troubleshoot basic technical issues and escalate more complex problems to application or infrastructure teams 


• Assist users with account access, password resets, and general system usage questions 


• Maintain records of common issues and resolutions to support improved user support resources 


• Collaborate with program support staff and technical teams to ensure timely resolution of user issues 


• Participate in development of support materials and frequently asked questions that assist users in navigating the platform 

 Required Qualifications  

• Associate's degree in Information Technology, Information Systems, Computer Science, Business Administration, or a related field 


• Three  or more years of experience providing technical support or help desk services for enterprise applications or digital platforms 


• Experience assisting users with system access, troubleshooting, and navigation support 


• Experience documenting issues and tracking support requests through a help desk or ticketing system 


• Strong communication and customer service skills supporting diverse user communities 


• Ability to work collaboratively with technical teams to resolve user issues 

Preferred Qualifications 

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Administration, or a related field 


• Experience supporting cloud hosted applications 


• Experience supporting users across distributed or remote environments 


• Experience supporting federal or complex enterprise programs 


• Customer support or technical support certifications are a plus 

 Other Requirements   

• Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints. 


• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required. 

Competencies   

To perform the job successfully, an individual should demonstrate the following competencies: 

• Ability to work both independently and as part of a team.    


• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations;. 


• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments. 


• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. 


• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 


• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. 


• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 

 Physical Demands: Works in office areas.  Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

 Work Environment: The noise level in the work environment is usually quiet. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is a contingent opportunity and would begin work upon the contract award. #NATIONWIDE

Zeiders Enterprises, Inc. is an Equal Opportunity Employer 

Compensation is based on geographic location and experience. Wages are available upon request.