Help Desk Support Service Specialist - Senior

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 direction, 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 highest level of technical skill in field of expertise.

We are seeking a skilled and experienced Help Desk Support Service Specialist – Senior 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:

• Provide HD Tier 1 Vendor and customer support and technical issue resolution via email, phone, and Defect tracking system.
• Build rapport and elicit problem details from HD vendor support staff.
• Provide timely, efficient, and pleasant follow up to HD vendor staff questions or issues, as applicable.
• Provide timely, efficient, and pleasant follow up to customer questions or issues, as applicable.
• Communicate customer priorities regarding defects to Tier 3 HD.
• Work with Tier 3 HD and Business Analysts to understand new features being release.
• Work with Production Support team lead to convey release information to customers.
• Work with Tier 3 HD and Core Team to determine release schedule with customers.
• Document all incidents in incident tracking system
• Manage incidents to closure
• Interact effectively with customers (HD Vendor & Application end users) and internal developers
• Escalate issues as needed
• Assist in generating training materials and customer facing documentation.
• Contribute to and help maintain a Tier 2 HD Knowledge Base
• Assist in training and onboarding new team members
• Provide statistics and status updates to Core Team as needed
• Deliver escalation related reports to Core Team and client as needed

Qualifications:

• College degree and 3-5 years of related work experience, or Associate degree and 5-6 years of related work experience, or High School diploma/equivalent and 6-7 years related work experience required
• Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
• Strong interpersonal skills.
• Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
• Must be a strong team player with excellent written and verbal communication skills in English.
• Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
• Strong client focused and collaborative work style
• Ability to understand and explain technical information
• Ability to create customer facing documentation
• Ability to provide leadership and communication to team members

*Position is contingent upon award