IT Help Desk Engineer (Mid)/(Junior)-Remote

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Requirements:

• Bachelor’s degree in business, IT, or any related field.
• 1+ years of relevant work experience supporting complex projects.
• Experience or capability with ticketing systems like ServiceNow and Salesforce.
• Excellent verbal, written, and interpersonal communication skills.
• Highly motivated, organized, with strong time management and attention to detail.
• Proficiency in Microsoft Office and ability to learn new software and systems.
• Critical thinking, analytical, and problem-solving skills.

Responsibilities:

• Provide excellent customer service in a timely and efficient manner.
• Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government.
• Leverage a full suite of support and automation tools to resolve issues and requests.
• Anticipate customer needs and gather necessary information before responding.
• Troubleshoot application-related issues and guide users through steps as needed.
• Generate clear and concise responses, with visuals if necessary.
• Define and create repeatable scripts/templates for commonly requested questions.
• Maintain a list of troubleshooting steps for common issues and augment as needed.
• Proactively communicate progress, concerns, and issues to leaders and stakeholders.
• Monitor systems, networks, and server performance to resolve potential issues.
• Attend status meetings and discuss updates.