Help Desk Specialist (Level I)

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.

Required:

• 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

Desired:

• 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 oppoturnity employer.