Remote IT Help Desk Engineer

Summary

The job is for an IT Help Desk Engineer (Junior) supporting a 5-year contract with USCIS. The role involves providing customer service, troubleshooting issues, using support tools, and communicating effectively. Remote work is possible but occasional on-site visits may be required.

Requirements

• Bachelor’s degree in business, IT, or any related field
• 1+ years of relevant work experience supporting complex projects
• Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support
• Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users
• Highly motivated, quick learner, organized, strong time management skills and attention to detail
• Proficiency in Microsoft Office and other office productivity tools, with aptitude 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 issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed
• Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions
• Define and create repeatable scripts/templates for commonly requested questions
• Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed
• Proactively communicate progress, concerns, and issues to leaders and to stakeholders
• Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively
• Attend status meetings and be prepared to discuss updates