Remote IT Help Desk Specialist

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

Big picture, the Help Desk Specialists User Support (US) provides Helpdesk (HD) support to over 4000 customers at over 250 posts of duty (POD) nationwide and several international offices. In addition to responding to customers via the telephone and other services, contractors will help educate the customers regarding options for self-service, as appropriate, and process tickets from the various ticket queues. Employees will provide support in ensuring emails are addressed timely by responding to the email or processing the request. Employees will also provide support in resolving customers' problems via ticket queue, whether it will be reaching out to resolve an issue or escalating to a service provider for further triaging.

You will:

• Provide remote support to other US staff and to CI customers.
• Aid in user account management, including but not limited to adding, removing, and maintaining account access to various resources.
• Apply customer service and customer support principles and methods.
• Install systems in customer organizations.
• Install primary and peripheral computer software and hardware.
• Troubleshoot and resolve problems on desktop computers, laptop computers, and/or applications or software for customers.
• Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications.
• Test and debug programs according to detailed requirements and submit results.
• Provide support in customer service, help resolve user accounts, and troubleshoot the configuration of software and/or Operating Systems.
• Provide support in testing software deployment by testing and submitting survey results.

You might be the Specialist we’re looking for if you have:

• Must be a US citizen.
• 1+ year of IT help desk support
• High school diploma or equivalent.
• Proficiency in laptop and desktop computers, operating systems, and hardware technologies and strong customer service skills, both oral and written.
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
• An ability to follow knowledge articles and articulate instructions in a chat, phone, email, and within the documentation a support session to assist customers.
• An ability to assist multiple customers at a time when possible.
• An ability to open and monitor the status of trouble tickets and add pertinent information into the current US ticketing system, ServiceNow or any other required ticket documentation system, to include steps leading to resolution or escalation.
• Skillset to troubleshoot and resolve end-user hardware and software problems in accordance to US Standards and practices.
• Customer service experience in a call center or equivalent.
• Ability to work remotely from home.
• Associate’s degree in IT or equivalent experience preferred.