Helpdesk Journeyman (Top Secret clearance )

Job Description

Job Title

Helpdesk Journeyman (Hanover)

Top Skills Details

1. 3+ years of HELPDESK experience: supporting end users through phone, email and in person requests. experience diagnosing OS and hardware related issues,

3. Top Secret/SCI Clearance

4. must have an IAT II Cert (SEC+ CE)

Position Description:

Establishes and maintains user accounts, assigns file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment.

Responsibilities:

• Reviews systems tickets daily and reprioritizes the ticket resolution to ensure compliance with Service Level Agreements. Evaluates and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems

• Actively manages incident tickets and provides status updates to each ticket on a daily basis

• Collects information about incidents and problem to evaluate root causes. Reports information and make recommendations to the Service Desk Director, PM’s, and customers

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error

• Troubleshoots to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues

• Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request

• Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team

• Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction

• Requires experience and knowledge of installation, configuration, and troubleshooting of computers

• Requires strong communication and excellent customer service skills

• Trained and certified in automated help desk management systems is desired

• Tracks and reports on assets at the site location. Receives and ships equipment as required

• Follows all processes, procedures, and guidelines to ensure repeatable customer experiences

• Position is required as needed to remote locations within 24 notice of an incident

• Other duties as assigned

Qualifications:

• Must have four (4) years of IT experience

• Must have two (2) years of IT help/service desk experience

• Must have an active, current Top Secret Clearance - 2 Active Top Secret/SCI candidates needed

• Must have at least a current IAT Level II Certification such as CompTIA A+CE, Security+CE or Network+CE. (Note: SEC+ without the CE is not acceptable)

• Must have experience with communicating with senior government employees

• Must have experience with help/service desks that have performance requirements

• Must have experience managing customer physical assets

• Experience and knowledge of help desk call tracking management system such as Remedy

Additional Information:

• Experience using IT Service Management (BMC ITSM) is a plus

• ITILv3 Certified a plus

• 15% Travel Requirement

Full-time