IT Help Desk Engineer - Remote

Description: Provide excellent customer service in a timely and efficient manner Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government Leverage a full suite of support and automation tools to resolve issues and requests Anticipate customer needs and gather necessary information before responding Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions Define and create repeatable scripts/templates for commonly requested questions Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed Proactively communicate progress, concerns, and issues to leaders and to stakeholders Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively Attend status meetings and be prepared to discuss updatesRequirements: Bachelor’s degree in business, IT, or any related field 1+ years of relevant work experience supporting complex projects Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support. Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users Highly motivated, quick learner, organized, strong time management skills and attention to detail Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems Critical thinking, analytical, and problem-solving skillsBenefits:

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