IT Service Desk Technician - Military veterans preferred

2019-04-11
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Macdill Afb
Florida
33608
United States

Description

JOB DESCRIPTION: 
 

The Information Technology (IT) Service Desk Technical Analyst provides first line technical support and customer service services. The Analyst ensures that professional support and response standards are met and maintained.  Assist customers with questions regarding account administration, distribution of software, system and network status, CAC card access, password requests, media validations and general questions via telephone, web, email, face to face or by the Service Desk ticketing system. The responsibilities include responding to Level I technical support incidents and change requests. Perform troubleshooting procedures and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes, but is not limited to, MS Windows Desktop, laptops, thin clients, zero clients, scanners, printers, servers, MS Office products, MS Exchange and various commercial and government software. Remote access to client PCs. Create and maintain network accounts using Active Directory. Process and manage customers’ request using the ITSM Remedy Ticketing system. Works closely with all tasks areas to continuously improve customer support and customer satisfaction.

 
REQUIRED SKILLS:
 
  • Must have Service Desk/Help Desk experience.

  • Experienced with personal computers and network operation.

  • Experience in use of Service Desk telephone and ticketing management software; Remedy and Automatic Call Distribution (ACD) experience is a plus.

  • Technical proficiency with Microsoft operating systems and Microsoft office suite.

  • Excellent hardware and software troubleshooting skills.

  • Active Directory and Microsoft exchange experience required.

  • Demonstrate a high level of customer relationship skills to include professional telephone etiquette.

  • The ability to effectively communicate with all levels of technology users and leadership.

  • Experience working in a highly visible, constantly changing, fast paced, high level government environment supporting military, government and contractor personnel is desired.

Qualifications

REQUIRED QUALIFICATIONS:

 

  • High school education or equivalent and 3 years of total work experience with at least two years working in technical service providing end-user phone support for PC desktop and application software within an IT organization.
  • Must currently possess the Security+ CE certification in order to be considered for this position.

  • Active Secret clearance is required.

  • Experienced with personal computers and network operation

  • Experience in use of Service Desk telephone and ticketing management software; Remedy and Automatic Call Distribution (ACD) experience is a plus.

  • Technical proficiency with Microsoft operating systems and Microsoft office suite.

  • Excellent hardware and software troubleshooting skills.

  • Demonstrate a high level of customer relationship skills to include professional telephone etiquette.

  • The ability to effectively communicate with all levels of technology users and leadership. Experience working in a highly visible, constantly changing, fast paced, high level government environment supporting military, government and contractor personnel is desired.

  • Highly desired is HDI Help Desk Analyst certification