Help Desk Specialist for Navy's SMIT Program

2 giorni fa


Napoli, Campania, Italia Saic A tempo pieno

SAIC is seeking a highly skilled Help Desk Specialist to support the Navy's Service Management, Integration and Transport Program (SMIT) located in Naples, Italy.

This is a rotating-shift 24/7 operations position in a call center environment. Weekends and Holidays are possible based on client needs.

The selected candidate must be able to work an 8 hour shift within the 1st, 2nd, and/or 3rd shift options. Shift option times vary.

The primary responsibilities of this role include:

  • Operating as the initial point of contact for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, and/or applications.
  • Assisting end-users/customers in resolving their IT issues accurately and promptly.
  • Taking detailed notes of the problem the user is experiencing, determining steps they can take to resolve the issue, and managing the flow of incoming support requests.

The Help Desk Specialist will interact with the end-user to resolve the user's technical issues. Remotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue.

In other cases, the service desk analyst will walk the user through steps they can take to resolve the issue on their own. Troubleshoots network connectivity issues, working with remote employees on a corporate network.

The ideal candidate will develop and sustain a productive customer relationship, making the customer and their needs a primary focus.

May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.

Provides supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.

The selected candidate should have excellent analytical, problem-solving skills, and excellent customer service. Excellent interpersonal, written, and oral communication skills are also required.

Additionally, the following qualifications are necessary:

  • An Associate's degree in a related field plus 1 year of experience; a major certification in a related field plus 2 years of experience; high school diploma plus 2 years of experience.
  • Ability to solve technical issues via telephone, email, and chat.
  • Ability to learn customer support processes and techniques.
  • Ability to work well with all teammates and multi-task in a fast-paced environment.

The estimated salary for this position is $60,000 - $80,000 per year, depending on experience.


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