CTC Help Desk Specialist II

Job Description:

CTC Help Desk Specialist II Journeyman (C.5.2) - Provides first level helpdesk support, via phone, computer, in person, and through centralized ticketing system(s), for issues related to desktop software, hardware and peripherals. Works within the ticketing system to create communicate detailed work logs and technical documentation, escalating issues to Tier 2 as needed, setting customer expectations for follow-ups. Uses appropriate communication and documentation to inform user community and team of important issues and information which will help improve performance.

Responsibilities include but are not limited to:

Receive, analyze and resolve trouble tickets via telephone or email
Experience providing first-level helpdesk support via phone, computer, and through centralized ticketing systems for issues related to desktop software, hardware, and peripherals.
Experience working within the ticketing system to create, communicate detailed work logs, and provide technical documentation, escalating issues to Tier 2 as needed and setting customer expectations for follow-ups.
Experience using appropriate communication and documentation to inform the user community and team of important issues and information which will help improve performance.
Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction
Timely follow up and follow through of assigned requests
Effectively monitoring and managing assigned work queues
Understanding and utilizing all systems within the Help Desk to provide first time resolution to customer requests
Uses appropriate communication and documentation to inform user community and team of important issues and information which will help improve performance.
All other duties as assigned

Required Skills:

Excellent customer service skills
Excellent written and verbal communication skills
Excellent organization skills
Problem solving skills
Ability to work with general supervision
Ability to work a flexible, rotating schedule, to support a 24 hours per day, 7 days per week, 365 days per year (including February 29 in leap years); constantly without interruption
Ability to arrive to work on time for all scheduled work days or provide advance notifications for changes
Strong knowledge of Microsoft Office (Excel, Word and PowerPoint)

Desired Skills:

2 years of Contact Center/Help Desk or customer service experience
Previous ATMP Help desk experience

Job Ident #: CTCHE014271

Company Details

V2X

555 Industrial Drive South
Madison, Mississippi 39110 USA
www.vtxaero.com

V2X has long been an industry leader in delivering a full spectrum of Aviation Aftermarket Services with a strong legacy of extreme customer and mission focus. V2X is a global and premier provider of “best value” services in their respective markets and...

Supported Manufacturers:
95% military aircraft

Supported Models:

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

Job Info

Location

Madison, Mississippi, United States

Type

Permanent

Company Details

V2X

555 Industrial Drive South
Madison, Mississippi 39110 USA
www.vtxaero.com