We are looking for Help Desk Specialists to contribute to a new contract supporting an IC customer. This is a great opportunity for candidates looking to gain valuable IT experience in an IC environment.
CLEARANCE REQUIRED: TS/SCI + Polygraph Clearance
HELP DESK SPECIALIST DUTIES & RESPONSIBILITIES:
As part of a 24x7 Operations staff, perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verifies user acceptance.
Acknowledging events received from the Enterprise Management Tools
Opening incidents relating to received events
Troubleshooting based on defined procedures to resolve the event
Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes
Three (3) years of experience with a Bachelor's Degree in a Business, Technical or Math related field. Five (5) years with an Associate's Degree or seven (7) years' experience may be substituted for the Bachelor's Degree.
REQUIRED EXPERIENCE, SKILLS & QUALIFICATIONS
Must have experience working with customer technology and support requirements.
Experience working with SLAs
Strong time management and communication skills
Strong interpersonal and presentation skills
Strong troubleshooting and technical skills in networking and desktop support.
Experience with enterprise management monitoring tools such as HP Open view, Solar winds, or Splunk required
Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), or similar certification desired