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Help Desk - Linthicum

Employer
AC Coy
Location
Hanover, MD
Closing date
Sep 25, 2021

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Industry
Other
Function
Help Desk Technician, IT
Hours
Full Time
Career Level
Experienced (Non-Manager)
MUST BE US CITIZEN. SELECTED CANDIDATES WITHOUT REQUIRED CLEARANCE WILL BE SUBJECT TO A FEDERAL GOVERNMENT BACKGROUND INVESTIGATION. This role is a Tier1/Tier2 Help Desk specialist and will provide technical software, hardware and network problem resolution and make independent decisions by performing question/problem diagnosis on customer site. Support is provided desk side with users and by phone. Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. This role will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. This role will document and track support activity and clearly communicate technical solutions in a user friendly professional manner. This role uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing customers w/ service outlined in the statement of work. Help Desk support is provided on a 12 hours per day, 5 days a week basis. "On-call" or extended support maybe required during emergency situations. Required Skills: * Experience with Windows 10 Operating Systems and MS Office 2016 * Strong experience troubleshooting, supporting deploying Windows Workstation * Experience with Active Directory to register CAC certificates * Experience with account creation and Outlook * Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution. * Must have ability to physically move, deploy and relocate workstations * Ability to learn and grown in progressive environment * Must be able to support and troubleshoot both classified and unclassified networks. * Experience with Footprints, Remedy, or a similar Help Desk Ticketing system. * Strong customer service experience * Security+ Certification at start of position Desired skills * Ability to present complicated technical issues with clear easy-to-follow solutions and path forward * Demonstrated excellent written and oral communication skills * Familiarity with Windows 10 workstation OS image creation/deployment * Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment. * Supporting Outlook messaging issues. * Familiarity with OU's, registry changes and security groups * Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. * Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. * Experience developing working relationships w/functional groups and customers to meet established service level goals.

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