Helpdesk Technical Support - TS/SCI
Employment Type : Full-Time
Technical Knowledge, Skills and Responsibilities: - Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
- Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
- Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
- Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
- Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
- Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
- Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement.
- Performs other duties, as required.
- Required Qualifications
- Education and Experience:
- Windows and Office experience
- Active Directory maintenance and Exchange 2007 & 2010
- PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Client PC connectivity - ethernet, TCP/IP and VPN
- File server knowledge
- Strong customer service and troubleshooting skills
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
- 2 years+ experience working in a Windows environment
- Bachelor’s Degree in an IT-related field
Basic Qualifications:- Motivated, with high integrity, honesty and ethics
- Ability to obtain a Top Secret Clearance (US Citizenship required)
- Must have effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs
- Strong work ethic, energetic, motivated to complete tasks in a timely manner, possess an attitude of commitment to the mission, and clear accountability
- Translates technical terminology into common business language to ensure understanding by all stakeholders
- Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary
- Encourages teamwork and performance toward business goals and objectives
- Exhibits strong professionalism and reacts well under pressure and stressful circumstances
- Proven ability to make and implement difficult decisions while respecting the needs and ideas of our clients, partners and team members
- Exercises sound judgment in decision making
- Driven by performance, success of the client and the delivery of results
- Comfortable in a fast-paced, complex and sometimes ambiguous environment
- Must be visible to customer and bring value and confidence to customer relationships