Full time - Help Desk Specialist (Remote Support)Swing Shift with Security - (Annapolis Junction, MD)

â?¢ Provides 1st contact and incident resolution to customers with hardware, software, and application problems. â?¢ Includes both customer telephone support as well as electronically submitted requests. â?¢ Provides polite and friendly customer service. â?¢ Attempts to resolve as many incidents during the 1st contact, or at Tier 1. â?¢ Efficiently escalates incidents to higher Tier two or Tier three when required. â?¢ Documents incident status and solutions in incident database tools. â?¢ Possesses current working understanding of computers, printers, laptops, and common windows applications. â?¢ Works through various types of Tier two issues with telephone assist. â?¢ Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability. SECURITY+ REQUIRED Swing Shift: 2PM-10PM//10PM-6AM Recruiter: Mike Partilla 443-510-XXXX XXXX@Rollingwavetech.com