Help Desk Specialist Mid

Job Title:  Help Desk Specialist Mid

Location: Remote

Clearance: Public Trust

Program: Customer Service Support (CSS) Information Technology Service Desk (IT SERVICE DESK)

Company/ Program Description: 

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do. 

Internal Revenue Service (IRS) Information Technology (IT) User & Network Services (UNS)/Customer 

Service Support (CSS) provides Information Technology Service Desk (IT SERVICE DESK) support to over 90,000 customers nationwide. The IT SERVICE DESK is the front door to all Information Technology 

services and requests, providing 24x7 service, 365 days of the year.

Job Responsibilities: 

•Adherence to all CSS policies and processes.

•Provide remote support for software installs, software/hardware/ network configurations, system upgrades and troubleshooting of software, hardware and configuration.

•Receive, response and complete IT Service Desk customer interactions.

•Document actions taken, needed guidance and/or training given to customers to prevent recurrences; and provide assistance to Service Desk specialists in resolving complex problems.

•Perform inventory of web queue and supply results of finding to the assigned leads.

•Provide telephonic IT troubleshooting solutions to IRS customers.

•Track knowledge articles for trouble ticket resolution and articulate these instructions via chat, phone, email using the knowledge article information.

•Provide IT support to multiple IRS customers at a time.

•Open and monitor the status of trouble tickets that they are supporting.

•Provide IT support to troubleshoot and resolve hardware and software problems following the IRS Standard and Practices.

•Perform the following but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer’s system with remote connection software, adding and removing computers from the domain, etc. as well as coordinate with the other service providers according to the Knowledge Articles to troubleshoot customer’s issues.

•Adhere to the average handle time per customer, then escalate if the process in beyond their capability.

•Use their knowledge, skills, and abilities in implementing IT problem management solutions to reduce issues in an IT support environment.

Job Requirements: 

•Proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written.

•Proficient in applying, customer service and customer support principles and methods; systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods.

•Proficient in the remote installation of primary and peripheral computer software and hardware.

•Proficient in troubleshooting and resolving problems on, desktop computers, laptop computers and/or applications or software for customers.

•Proficient in remote chat service delivery and knowledge of the capabilities and limitations of 

equipment configuration, operating systems, utility programs, software applications.

•Knowledge of business operations as related to service desk environment and systems.

•Knowledgeable with operating incident management tools, specifically Service Now and eGain, or similar experience.