Help Desk Specialists

Excentium, Inc.
Bethesda, MD
Jul 17, 2017
Aug 07, 2017
Full Time
Job Description Excentium, Inc. is a veteran-owned small business that provides Cyber Security Engineering, Information Assurance (IA), Program Management, and other Information Technology (IT) services to Government and commercial organizations. We have several opportunities for a range of Help Desk Specialists to support one of our Federal customers in Bethesda, Maryland. MINIMUM CLEARANCE LEVEL : Secret CITIZENSHIP : US Citizenship LOCATION : Bethesda, Maryland Position Description: The Help Desk Specialists provide support for incident resolution and requests reported to the service desk. The Specialists are responsible for the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software tools and/or infrastructure components. The Help Desk Specialists provide support through analysis and problem resolution using remote communication or through telephone contact with the client or end user. Responsibilities: Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer issues with a professional attitude Ensures the end-to-end customer experience and provides a single point-of-contact for the customer Resolves general hardware and software problems with customers having little or no background in computers Conducts component level diagnostics Maintains documentation for procedures and processes, as well as, maintenance logs and equipment databases Skills: Experience in Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.) Understanding of Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features) Experienced in Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues) Scripting, MAC experience, and server experience are preferred ​ Qualifications: Degree in Business Administration, Computer Science, Information Systems, or related discipline; Bachelor's degree preferred Two (2) to Four (4) years of Help Desk experience Experience supporting Government/Industry technical projects Familiarity with Defense Health Agency, a plus Excentium offers a competitive salary and comprehensive benefits package, including medical, dental, life, disability, 401k, and paid time off. Interested candidates should apply at the following web site: for immediate consideration. Excentium, Inc. is an equal opportunity employer. Company Description Excentium is an IT Services company that specializes in Cyber Security. We are a Veteran Owned Small Business. Excentium was founded in 2006 to help commercial, federal and Defense Department organizations remove barriers to success so they can focus on delivering exceptional products, systems and solutions to their customers.