Help Desk/Customer Service Specialist

Location: Arlington, VA

Req#: 473708
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Company Information
Job Description

Octo Consulting Group has an exciting opportunity for a Help Desk/Customer Service Specialist

to join our growing team supporting a DOD client!

The Help Desk/Customer Service Specialist will:

Duties and Responsibilities:   

  • Provide 24/7 world-wide support for the US Army systems which are used by all branches of the US Military
  • Provide troubleshooting support for Army customers by verifying website pages are accessible, providing contact information for account information updates
  • Responsible for the creation of trouble tickets using the Footprints trouble ticket tool in accordance to the ticket creation and triage processes
  • Responsible for monitoring the Footprints database for trouble tickets and forwarding incidents to Tier II and III (as required) with the objective of moving issues toward final resolution
  • Provide monitoring for server alarms and notify the appropriate Tier II and III administrators (as required) to ensure systems are operational at times
  • Provide support for incident management to include execution of notification, escalation and recall procedures
  • Any other functions as directed by the Program Manager or Operations Manager

 

Skills & Requirements

Education and Years of Experience:

  • Bachelor’s Degree and 0-2 years relevant experience
  • High School Diploma and 3 + years of experience

Clearance:

  • Secret security clearance is required