Help Desk Specialist II - "W-TRS "

Job Description:

Help Desk Specialist II - "W-TRS "

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

The full-time Help Desk Specialist is a remote position responsible to perform a wide variety of tasks in support of the Help Desk. This position assists in the development of workflow processes and troubleshoots issues via the telephone, or email. Also assists in root cause analysis of trouble tickets and program issues. Analyzes individual situations and takes appropriate action to ensure customer satisfaction.

Responsibilities include but are not limited to:

Receive, analyze and resolve trouble tickets via telephone or email

Experience providing first-level helpdesk support via phone, computer, and through centralized ticketing systems for issues related to desktop software, hardware, and peripherals.
Experience working within the ticketing system to create, communicate detailed work logs, and provide technical documentation, escalating issues to Tier 2 as needed and setting customer expectations for follow-ups.
Experience using appropriate communication and documentation to inform the user community and team of important issues and information which will help improve performance.

Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction

Timely follow up and follow through of assigned requests
Effectively monitoring and managing assigned work queues
Understanding and utilizing all systems within the Help Desk to provide first time resolution to customer requests
Uses appropriate communication and documentation to inform user community and team of important issues and information which will help improve performance.
All other duties as assigned

Required Skills:

Excellent customer service skills
Excellent written and verbal communication skills
Excellent organization skills
Problem solving skills
Ability to work with general supervision

Ability to work a flexible, rotating schedule, to support a 24 hours per day, 7 days per week, 365 days per year (including February 29 in leap years); constantly without interruption

Ability to arrive to work on time for all scheduled work days or provide advance notifications for changes
Strong knowledge of Microsoft Office (Excel, Word and PowerPoint)

Desired Skills:

2 years of Contact Center/Help Desk or customer service experience

Required Education:

High school diploma or equivalent

V2X is committed to building a diverse and inclusive environment in which we recognize and value each others differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.

Job Ident #: HELPD012281

Company Details

V2X

555 Industrial Drive South
Madison, Mississippi 39110 USA
www.vtxaero.com

V2X has long been an industry leader in delivering a full spectrum of Aviation Aftermarket Services with a strong legacy of extreme customer and mission focus. V2X is a global and premier provider of “best value” services in their respective markets and...

Supported Manufacturers:
95% military aircraft

Supported Models:

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

Job Info

Location

Madison, Mississippi, United States

Type

Permanent

Company Details

V2X

555 Industrial Drive South
Madison, Mississippi 39110 USA
www.vtxaero.com