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IT Help Desk Technician

3 months ago

New Orleans, Louisiana, United States RSDC Full time

RSDCGroup, LLC (RSDC) is a Veteran Owned Small Business (VOSB) with a presence in the Washington, DC Metropolitan area headquartered in Arlington, Virginia with offices nationwide. We deliver results for our customers through accurate requirements capture and our Strategy to Operations solutions approach which results in positive impact and enduring change that drive value in our clients organizations. Alignment. It is more than a word to us - it is at the heart of what we do.

RSDC is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

Requirements

RESPONSIBILITIES

  • Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels includng phone, email, chat sessions, web forms, and other communications methods available
  • Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
  • Thoroughly documenting requests and incidents according to business processes and standard operating procedures
  • Documenting detailed, specific work notes regarding the interaction with the customer
  • Providing case status updates to management and end-users according to service level guidelines
  • Maintaining a high level of courteous customer service at all times
  • Communicating with customers at all levels of technical and non-technical skills set
  • Participate in Business Development, Capture of new opportunities, Proposals related to subject matter

Knowledge, Skills, Abilities & Experience

General experience:
  • Intermediate level of technical experience with software
  • Experience providing support via remote tools
  • Demonstrated root-cause analysis skills

Specialized experience:
  • Experience in analyzing and troubleshooting military software systems preferred

What We Are Looking For

You MUST have:
  • A high school diploma or equivalent; AND
  • 2 or more years of related experience
  • SECRET government clearance
  • Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
  • Ability and willingness to work and adhere to any full-time shift in our structured, 24 X 7 help desk environment

We PREFER you have:
  • Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense - Ashore/ Afloat

Benefits

  • Health Care Plans, various options (Medical, Dental & Vision)
  • Paid Holidays
  • Paid Time Off/Vacation
  • Retirement Plans / 401K Matching
  • Tuition Assistance
  • Employer Paid Short Term & Long Term Disability
  • Employer Paid Life Insurance