Help Desk Specialist

Employer
Swingtech Consulting
Location
Annapolis, MD
Posted
Oct 13, 2017
Closes
Oct 16, 2017
Hours
Full Time
Job DescriptionPosition Overview:Swingtech is looking for Help Desk Specialist at the US Naval Academy Information Technology Services to provide excellent customer-oriented assistance and Repair Shop support. This position is responsible for the receipt, dispersal, storage and disposal of IT equipment as well as repair of hardware, software and configuration.The US Naval Academy Information Technology Services Division (ITSD) provides voice, video and data communications service and support for selected organizations located throughout the Annapolis Area Complex (AAC). These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology. The USNA ITSD supports approximately 7000 clients located throughout the 650-acre AAC.The ITSD Client Services Department is responsible to provide IT support to all clients. Tier 1 support consists of receiving requests for service, providing telephone assistance in resolving reported problems, and tracking requests in a ticket management system from receipt of call to completion of service. Tier 2 support is invoked when telephone consultation proves inadequate to resolve the user's issues and consists of the resolution of trouble ticket requiring a visit by information technology specialists to the client's work site or vice versa. Both Tier 1 and Tier 2 support also utilize remote assistance by connecting to client workstations in order to facilitate delivering services to customers within the AAC.The ITSD supports approximately 7,000 midshipmen, faculty and staff in an integrated network-centric environment. The technology environment must be available 24x7 unless specifically excepted with appropriate advance notice to affected users. The majority of users access technology during the day although reliance on remote access to technology outside of normal working hours is becoming commonplace. As a mission-critical resource users expect the ability to access technology anywhere anytime. Consequently user-issue resolution by CS support personnel in conjunction with USNA ITSD requires a sense of urgency in delivering immediate and effective responses.Active Clearance required.Certifications:Security+ and Windows 7 or 10 - Great if they have, but will need to be obtained. (Training can be provided. Can obtain within 60 days of hire)Must have Security+ before they start, then obtain MS cert within 60 days of hire.Experience/Requirements:At least 2 years experience with IT device repair, IT Security/Vulnerability remediation, and maintaining a Knowledge Management Database.Education:High School diploma