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Help Desk Staff

1 month ago
Anywhere
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Cybersecurity System Design
Apply Now
Pingwind

Pingwind

Pingwind specializes in providing cybersecurity, information technology, and supply chain services to assist clients in securing their information, modernizing their systems, and optimizing performance.

Internet Software & Services
51-250
Founded 2012
View All Jobs

Description

  • Serve as the first point of contact for customers via telephone and email, receiving and triaging IT hardware, software, and operating system issues.
  • Analyze, diagnose, and resolve or escalate computer hardware, software, and system problems and determine root cause.
  • Enter, categorize, and manage incident tickets in tracking systems and perform incident management activities.
  • Coordinate and conduct triage meetings with stakeholders to collect additional information and track issue status.
  • Provide technical assistance, training, documentation, and follow-up to end users to ensure issue resolution and customer satisfaction.
  • Maintain records of customer interactions, process customer accounts, and file documentation according to procedures.
  • Advise customers on product usage and alternatives, proactively engage to ensure satisfaction, and handle customer complaints.
  • Collaborate with cross-functional teams to escalate and resolve complex technical issues and support continuous improvement efforts.

Requirements

  • Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).
  • High school diploma or GED required; Bachelor’s degree desired.
  • Five (5)+ years of experience supporting Information Technology.
  • Ability to work full-time in a remote position supporting federal clients.
  • Experience with incident management and ticketing/tracking systems.
  • Strong problem-solving, analytical, organizational, written, and verbal communication skills.
  • Ability to perform complex technical tasks and willingness to learn new technologies.
  • Strong technical understanding of IT systems and services as described in the performance work statement (PWS).
  • Customer service experience assisting users with product-related inquiries and technical problems.

Benefits

  • Eleven federal holidays and paid time off accrued each pay period.
  • Parental leave.
  • Three medical plan choices with generous employer contribution, plus dental and vision insurance.
  • Company-paid short-term and long-term disability and company-paid life and AD&D insurance.
  • 401(k) with competitive matching and vesting schedule.
  • Continuing education assistance and professional development support.
  • Wellness benefits including Calm Health app access and WellHub gym subsidy.
  • Medical, Dependent Care and Commuter Flexible Spending Accounts, Employee Assistance Program, 529 college savings, legal insurance, and pet insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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