• Help Desk Specialist (Level I)

    Job Locations US-FL
    Job ID
    # of Openings
    Information Technology
    Public Trust
    Work Authorization
    US Citizens, preferred
  • Overview

    VariQ has an exciting opportunity for a highly qualified Help Desk Specialist (Level I) to support the US Citizenship and Immigration Services - Verification Information System (USCIS–VIS) effort in Melbourne, FL.


    Additional Information:

    • Location: 3000 N. Wickham Road, Melbourne, FL
    • Salary: Dependent upon experience
    • Security Clearance: ability to attain a public trust clearance is required
    • Available: ASAP


    Responsibilities and Tasks:

    • Perform over the phone Technical Support [First Level] for registered enterprises utilizing Government owned verification web applications.
    • Provide first level technical troubleshooting for GOTS application errors for stationary and mobile devices.
    • Application customer account management to include restoration of account access, initiate account transfer, disable or delete requests to Second and Third Level Technical Support.
    • Provide superior and efficient customer service; utilizing excellent oral and written communication to Government and private organizations nationwide.
    • Perform security, quality assurance of Personally Identifiable Information.
    • Assist in the record and transferal of non-technical inquiries to proper application support entities.
    • Demonstrate adaptability and success in supporting continuously evolving applications and growing customer base.
    • Participate in process improvement for First Level Technical Support Center in efforts to streamline processes, performance and improve customer experience.



    • The ability to obtain and maintain a DHS/USCIS EOD Suitability Clearance
    • High School Diploma/GED Certification
    • Working experience with:
      • Windows OS 7 and higher
      • Skype/Skype for Business 2010 or higher
      • Microsoft Office Suite, including Outlook (2007 or newer)
      • Internet Explorer Google Chrome, Firefox, Safari
      • Adobe Acrobat and related products



    • ITIL v3 Foundations Certification (or higher)
    • One or more of the following certifications from the Helpdesk Institute (HDI):
      • Customer Service Representative
      • Support Center Analyst
      • Desktop Support Technician
    • One or more of the following certifications from CompTIA:
      • Strata IT Fundamentals
      • A+
      • Network+



    VariQ is an equal opportunity employer.


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