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Help Desk Specialist (Entry-Level)

Learn more about this opportunity below: REQ ID: 6433-DC3III - Help Desk Specialist (Entry-Level)

Clearance: Secret

Work Location: Linthicum

Description

Required Skills:

� Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment.

� Strong customer service experience.

� Supporting Outlook messaging issues.

� Re-enable and unlock accounts, reset passwords and change OU's.

� Experience with Windows 10 Operating Systems and MS Office products

� Experience with Active Directory to register CAC certificates

� Must be able to support and troubleshoot both classified and unclassified networks.

� Experience with a Help Desk Ticketing system.

� Security+ Certification. - Secret clearance to start

 

Desired Skills:

� Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills.

� Ability to present complicated technical issues with clear easy-to-follow solutions and path forward

� Demonstrated excellent written and oral communication skills

� Experience with password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support.

� 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. - TS clearance desired

 

Description:

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 in a call center environment. 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 5 day a week basis. "On-call" or extended support maybe required during emergency situations.

 

Alliant LCAT Description:

Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.

 

Suggested Qualifications:

8 years of professional experience without a degree; or Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education. Consideration should always be given for the level of specific domain expertise.

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