Remote Help Desk Specialist

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We are seeking a Remote Help Desk Specialistto support the Internal Revenue Service (IRS) Criminal Investigation (CI).

I’ve never heard of Terrestris. What do you do?

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. By finding, developing, and incorporating new ideas, we provide memorable services. 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.

So, what will the Remote Help Desk Specialist at Terrestris do?

Big picture, 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. In addition to responding to customers via the telephone and other services, contractors will help educate the customers regarding options for self-service, as appropriate, and process tickets from the various ticket queues. Employees will provide support in ensuring emails are addressed timely by responding to the email or processing the request. Employees will also provide support in resolving customers' problems via ticket queue, whether it will be reaching out to resolve an issue or escalating to a service provider for further triaging.

What does a typical day look like for the Remote Help Desk Specialist?

You will:

• Provide remote support to other US staff and to CI customers.
• Aid in user account management, including but not limited to 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.

What qualifications do you look for?

You might be the Specialist we’re looking for if you have:

• Proficiency in laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both oral and written.
• 1-2 years of IT Help Desk support
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
• An ability to follow knowledge articles and articulate instructions in a chat, phone, email, and within the documentation a support session to assist customers.
• An ability to assist multiple customers at a time when possible.
• An ability to open and monitor the status of trouble tickets and add pertinent information into the current US ticketing system, Service Now or any other required ticket documentation system, to include steps leading to resolution or escalation.
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
• Customer service experience in a call center or equivalent.
• Ability to work remotely from home.
• High school diploma or equivalent.
• Associate’s degree in IT or equivalent experience preferred.
• Must be a US citizen.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift

Education:

• Associate (Required)

Experience:

• IT Help Desk support: 1 year (Required)

Work Location: In person