[Hiring] IT Help Desk Specialist @Terrestris Global Solutions

Role Description

We are seeking a Temporary Remote Help Desk Specialist to support the Internal Revenue Service (IRS) Criminal Investigation (CI).

The Help Desk Specialists User Support (US) provides Helpdesk (HD) support to over 4000 customers at over 250 posts of duty (POD) nationwide and several international offices. Responsibilities include:

• Provide remote support to other US staff and to CI customers.
• Aid in user account management, including adding, removing, and maintaining account access to various resources.
• Apply customer service and customer support principles and methods.
• Install systems in customer organizations.
• Install primary and peripheral computer software and hardware.
• Troubleshoot and resolve problems on desktop computers, laptop computers, and/or applications or software for customers.
• Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications.
• Test and debug programs according to detailed requirements and submit results.
• Provide support in customer service, help resolve user accounts, and troubleshoot the configuration of software and/or Operating Systems.
• Provide support in testing software deployment by testing and submitting survey results.

Qualifications

• Must be a US citizen.
• 1+ year of IT help desk support.
• High school diploma or equivalent.
• Proficiency in laptop and desktop computers, operating systems, and hardware technologies.
• Strong customer service skills, both oral and written.
• Ability to troubleshoot and resolve end-user hardware and software problems in accordance with US Standards and practices.
• Ability to follow knowledge articles and articulate instructions in chat, phone, email, and documentation.
• Ability to assist multiple customers at a time when possible.
• Ability to open and monitor the status of trouble tickets and add pertinent information into the current US ticketing system, ServiceNow or any other required ticket documentation system.
• Customer service experience in a call center or equivalent.
• Ability to work remotely from home.
• Associate's degree in IT or equivalent experience preferred.

Benefits

• Health, life, and disability benefits.
• Financial and retirement benefits.
• Paid leave.
• Professional development and tuition assistance.
• Work-life programs.
• Award programs acknowledging exceptional performance and superior demonstration of service standards.

Company Description

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.