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Help Desk Specialist II
Ref No.: 21-00035
Location: Maryland
About the Role: Provides support to government end users and enters tickets accurately and promptly into ServiceNow in accordance with SOPs in a fast-paced and complex environment.
 
 
Location: Gaithersburg, MD 20899 / Telework        Clearance Required: n/a   Travel: n/a
Status: Full-time                         FLSA: Non-exempt

 
Essential Duties and Responsibilities:
  • Provides support to end users and enters tickets accurately and promptly into ServiceNow in accordance with SOPs in a fast-paced and complex environment.
  • Advises and assists users in problem-solving activities using information center tools to resolve problems.
  • Possesses functional knowledge and understanding of IT products and services to deliver solutions to end user inquiries on current and future products with an emphasis on products in production.
  • Communicates, reports, and monitors service disruptions.
  • Participates in training to learn new services and participates in continuous improvement efforts related to service desk processes and end user experience.
 
Your Experience and Knowledge:
  • At least four years of experience in customer service:
  • Supporting IT technology and users of technology in an end user support function.
  • Applying standard operating procedures.
  • Assist in providing end users with instructions or information to answer questions, satisfy a request, or solve a problem.
 
Required Education, Experience, and Certifications
  • Required Education / Certifications: Associates degree OR HDI Customer Service Representative Certification OR any ITIL certification.


ABOUT POWERTEK
We challenge you to come make your mark. Influence change. Work on vital missions. Advance your career.
Powertek Corporation is a high-energy IT company that encourages its employees to help shape its culture with imagination and ingenuity. Learn more at www.PowertekCorporation.com.
 
DISTINGUISHING BENEFITS
Matching 401k vested from day one of plan entry
Choice of Health Insurance Plans and an employee assistance program.
Company sponsored technical and management certifications.
PowertekU online education with 4400+ technical and business courses.
Educational tuition reimbursement.
Robust Awards & Recognition Program + perks, discounts, generous referral program.
 
TO ALL APPLICANTS
Thank you for your interest and effort in applying for this position. 
Powertek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
No unsolicited agency referrals please.