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Help Desk/Support Specialist (EVR)
Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team
Troubleshooting basic end user issues on various software applications, hardware, network and provide basic desktop support
Work with small team of Serivce Desk Analyst to meet customer's service level targets
Respond to questions from all emails and callers
Walk the customer through the problem-solving process
Become familiar with helpdesk policies and services and follow standard Service Desk operating procedures
Accurately log all Service Desk tickets using the defined tracking software
Follow-up and update customer status and information
Professional phone presnce and ability to interact with senior management
A TS/SCI security clearance with polygraph.
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