Helpdesk Specialist Master - DC (ID#006) with Security Clearance - (Washington, DC)

Helpdesk Specialist Master (NL-19-036): Applicant will be responsible for day to day management of incidents. Works with Tier two and Tier three support to ensure timely resolution. Creates and executes Remedy reports and communicates with managers and customers about the progress of high priority incidents, escalates where appropriate. Verifies proper routing and assignment information for incidents. Monitors queues to ensure all assigned tasks are completed within specified metric qualifications. Ensures that Outages and VIP incidents are assigned to appropriate support areas and communicated to necessary support teams/customers. Provides telephone support to end users on a variety of issues; identifies, researches and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support, tracks and monitors the problem to ensure a timely resolution. Resolves PC software configuration problems and remotely installs software products or approved patches.