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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 skillsīboth 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.
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