Help Desk Support Service Specialist - Intermediate

WHO WE ARE:

STAHL Companies provides the Program Management for its Channel of Commercial Technology companies in Government that consist of Small Businesses and New Technology start-ups.

STAHL advocates for policies that can improve government services and maintain our government's competitive advantage, by bringing more technology into government programs.

STAHL Companies advocates on behalf of our nation's innovative, new technology and small businesses looking to work with the U.S. government. We do this by aligning the voice of our small business members with advocacy for change in federal policy that will make the government market more accessible to small businesses and the commercial technology ecosystem.

The Channel's founding Technical Board Members include former government leaders and IT executives passionate about bringing best-of-breed technology to the government.

Job Description:

Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first-tier of Help Desk Support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior level.

We are seeking a skilled and experienced Help Desk Support Service Specialist – Intermediate to join our team!

Successful Stahl Companies employees possess the following traits:

An ability to get things done: You are persistent, resourceful, results-oriented, and action-oriented. You constantly plan ahead and foresee issues before they occur.

Analytical: In order to improve your comprehension of the market and the demands and problems of your clients, you have good analytical abilities and are at ease reading quantitative data.

Creative mind-set: You are able to solve problems creatively and swiftly adjust. You possess a thorough understanding of product management principles and the ability to apply them when analysing data and making recommendations.

Emotional Intelligence: You have a strong sense of self and excellent perception of how important relationships function. You are upbeat, sympathetic, adaptable, and inquisitive. Your genuineness, warmth, and competence help you win the respect of your co-workers.

Trustworthy: You have a strong sense of morality, principles, and purpose. You are trustworthy because of how you conduct yourself. You are a living example of the company's values.

Responsibilities:

• The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level
• The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT
• They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems
• They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear
• When a major problem is suspected, they alert the client community and team members
• The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries
• Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT
• The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume Help Desk call center environment
• Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
• Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
• Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
• Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity

Qualifications:

• Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required
• Possess strong written and oral communication skills
• Exhibits exceptional Customer Service soft skills
• Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
• Illustrates high attention to incident description, detail and impact
• Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
• Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas

*Position is contingent upon award