Help Desk Specialist - (US-VA-Arlington - 22246)

Minimum Education: None
Job Type: Full Time
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Responsibilities: Provide first-level problem resolution to the Army Housing user and stakeholder community. Classify level, priority, and nature of problems. Assist users with hardware, software, and network-related problems, questions, and use. Open, track, and close trouble tickets; assign problem ownership; promote end-user satisfaction; track activities of technical support specialists to whom tickets are assigned. Must have a range of skills and knowledge in computer hardware and software. Conduct and support formal HOMES4 training and post-release update/refresher courses at Army installations worldwide as required or directed. Design and execute ad hoc queries against the HOMES4 and other system databases using SQL, T-SQL, and built-in tools and report utilities. Requirements: Requires experience in the set-up, configuration, use, and trouble-shooting of computers. Trained and certified in automated service desk management systems.Daily ContinuedOther responsibilities include checking the Army Housing Staff Community validation page for user applications, reviewing documentation for any new HOMES FAQs to be updated in the AHSC website, manipulation of HEAT for ticket tracking, and other activities as required. Also provide weekly status updates; contact customers with open Service Desk issues or as part of the proactive outreach program; contact installations for any current HOMES issues or concerns that need addressing. Provide new and innovative ideas for growth and improvement of the Army Housing Service Desk’s operations and ability to deliver the highest levels of service to our customers.Required: Years of experience (min)1-2 DegreeNoneRequired: SkillsRequired Operating Systems: Windows 2003, Windows XP. Required Hardware: Standard desktop, Windows servers. Required Software: Microsoft Office 2000 or higher. Required Management/Strategy Consulting Skills: Position requires strong communication skills, ability to work with customers and users to recognize and understand customer needs and provide recommendations for solutions. Must function productively in a close-knit Integrated Product Team (IPT) environment.

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