Help Desk Technician Job in Columbia , Maryland US
Help Desk Technician-1033214Description* Work with system engineers, software developers, and other program personnel to gather pertinent information for reporting purposes.
* Manage prioritization and assignment of ARTS tickets* Monitor resolved ARTS tickets and call-in records to ensure all pertinent information is provided* Follow-up on tickets that have reached a time threshold for time between updates* Create and maintain troubleshooting documentation* Assist in gathering other statistics and producing reports as needed/requested* Develop help sheets and frequently asked questions lists for end users* Work with customer support engineers to design & develop utilities to assist & improve the support process* Resolve troubleshooting issues presented by end users over the phone* Other related duties as assignedThree years experience gathering data and presenting at meetings or with customers/leads* Experience supporting complex operational software system including trouble shooting and problems solving* Ability to work in high pressure, highly flexible environment against both short and long term requirementsTS/SCI with Full Scope Polygraph RequiredJob-Information TechnologyPrimary Location-MD-COLUMBIASchedule-Full-timeEmployee Status-Regular
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