Help Desk Support

CIS00028F

Your Impact

Use your help desk service skills to make a difference! Jacobs is looking for a Help Desk (customer service) team member to help ensure our mission, values, and culture are communicated and upheld both externally and internally. As the help desk support team member, you will be working with a close-knit infrastructure team working in two locations to provide the best service to the users. We will provide training and sharpen your skills to grow as an IT specialist.

Responsibilities

Essential functions of the position include

• Have fantastic customer service skills with all client interactions.
• Record all incidents in the service desk management platform.
• Maintain consistent communication with all parties.
• Track all time to tickets.
• Conduct remote troubleshooting.
• Guide users with simple step-by-step instructions.
• Ask targeted questions to diagnose problems.
• Escalate all incidents as necessary.
• Work on special projects as assigned.
• Ability to add \ disable users to Active Directory
• Possess working knowledge of computer peripherals, like printers and scanners.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills
• Exceptional verbal and written communication skills are required.
• Tech-savvy with the ability to learn new software and systems as needed.
• Possess a customer-oriented attitude.
• Ability to work with little supervision (self-starter, self-motivated)
• This is a hybrid job, and due to the nature of the working help desk, the individual
  
  
  

is expected to be onsite at least 2 days a week, and when needed.

• Industry certifications are a plus but not required.
• Hands-on experience with setting up and troubleshooting Windows.
  
  
  

This is a hybrid job, and due to the nature of the working help desk, the individual is expected to be onsite at least 2 days a week, and when needed.

Here’s What You’ll Need

• Must possess and active Top-Secret Clearance.
• Minimum of 3 years of work experience and 2 years of experience in a help desk role. Familiarity with the use of software to track issues and customer interactions.
• Experience in-depth problem-solving solutions.
• Responsible for help desk support to include in-depth analysis of the issue, including documenting how to recreate an issue, attempting to fix the issue using existing resolutions escalating requests; and tracking request status and providing routine progress updates to the customer and following up with resolution of the ticket for completeness/quality and customer satisfaction.
• Requires elevated account permissions and is responsible for properly documenting all the actions taken before elevating the issue to the Software Development staff.
  
  
  

Preferred Qualifications

• Bachelor’s Degree