Help Desk - Linthicum

Employer
AC Coy
Location
Hanover, MD
Posted
Sep 23, 2021
Closes
Sep 25, 2021
Ref
107450659
Industry
Other
Hours
Full Time
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.