JOB SUMMARY

Provides first-level customer service and helpdesk assistance in support of an Army records proprietary information management system. Responses will normally be by email; however, there may be need for follow-up telephone support. Handles routine end user’s questions and requests, utilizes a web-based help desk application (HEAT) to record all customer transactions into a log for further follow-up or analysis. Reassigns issues to the next level of support when appropriate.

JOB FUNCTIONS

As the first responder to a client’s request for assistance the successful candidate, will:

• Determine and prioritize resolution(s) following Help Desk “Best Practices” regulations and policies.

• Provide complete, accurate and timely information to the client to ensure the highest quality of customer satisfaction.

• Using the HEAT help desk tool, consistently record customer transactions into a log for further follow-up or analysis

• Reassign issue(s) to the next level, if he/she is unable to provide accurate, timely information to the client.

MINIMUM QUALIFICATIONS

• Two (2) years of work experience (preferably in a technical or computer-related field)

• High School Diploma

• Effective communication skillsboth verbal and written (including excellent spelling and grammar skills)

• Keyboard Skills – Must be a quick and accurate typist

• Competent in Microsoft Windows and Web applications

• Willingness to learn

• Ability to ask clear questions, elicit desired information, and demonstrate understanding

DESIRABLE QUALIFICATIONS

• Familiar with Army organization

• Prior HEAT or Help Desk experience

Toni Gatlin | Technical Recruiter Allstates Technical Services, Inc. 14701 St. Mary’s Lane, Suite 700 | Houston, TX 77079 c: 713.446.4775 | f: 832.486.4582 w: www.asts.net | e: gatlint@asts.net If you would like to receive my biweekly email update of current employment opportunities, send an email to gatlint@asts.net with the word SUBSCRIBE in the subject line.