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Help Desk Specialist

3 months ago

Curtis Bay, United States CMT Services Inc Full time
Job DescriptionJob DescriptionSalary:

Disclaimer:

By submitting your resume for this job posting, you authorize CMT Services, Inc. to forward your resume to all applicable internal and external managers, agencies, and recruitment personnel for review and consideration to hire.


ABOUT US:

CMT Services, Inc. is a dynamic and growing small business supporting Federal, State, and Local government agencies. As a SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients. Leaning on our core values of Integrity & Commitment, CMT’s mission is to continue delivering the highest quality services to our customers by applying best practices from our team of Industry experts ensuring not only our customers success, but the establishment of CMT Services as their Reliable Partner of Choice. 


General Responsibilities

The personnel shall participate in enhancing the service desk knowledge base. Participation can include but is not limited to the following tasks:


  • Monitor industry standard service desk, including phone calls, email, and service desk Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriate Tier 2 and Tier 3 support.
  • Document and communicate information to develop templates based on user calls to the Service Desk Manager.
  • Assist Service Desk Manager with documentation knowledge base, to include closing of tickets.
  • Assist in enhancing documentation for Tier 2 and Tier 3 routing.
  • Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base.
  • Attend staff meetings, as well as other meetings, as required.
  • Ensure SHA OIT’s SOP, policies and procedures are followed.


Required Personnel Experience

At least two (2) years of experience in the following technical areas:


  1. Working in a helpdesk environment, using technical skills to resolve end user issues on a first-call resolution basis.
  2. Troubleshooting applications like Microsoft Office, Outlook, Active Directory, and remote access.
  3. Using a knowledge base to identify and troubleshoot issues.
  4. Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.


Required Education

  • Personnel must possess a bachelor's degree or higher;
  • Must have at least one of the following certifications: Microsoft Windows Server 2012 or above, VMWare 6 or above, Cisco Certified Network Associate (CCNA) or above, Storage Area Networking (SAN), NetApp and/or Quantum, Red Hat Linux Enterprise Server