Help Desk Specialist
On-site · Louisville, Kentucky, United States or Fairdale, Kentucky, United States
Job Summary
Onsite, full-time Help Desk Specialist II supporting the Army Training Aids, Devices, Simulators and Simulations Maintenance Program (ATMP). Responsibilities include receiving, analyzing and resolving trouble tickets via telephone or email; providing first-level help desk support for desktop software, hardware, and peripherals; maintaining detailed work logs in the ticketing system; escalating to Tier 2 as needed; documenting issues to inform the user community; meeting SLAs, KPIs, and standards; and timely follow-up and queue management. Requires customer service focus, strong communication, organization, problem-solving, and the ability to work a rotating schedule in a 24/7 environment. Education required: high school diploma or equivalent. Preferred experience includes 2 years of Contact Center/Help Desk or customer service and prior ATMP Help desk experience.
Required Qualifications
- High school diploma or equivalent
- 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 schedule
- Strong knowledge of Microsoft Office (Excel, Word and PowerPoint)
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