Help Desk Specialist

1 month ago

Carlisle, United States Advanced IT Concepts Full time

Reference #: 8a7883ac8df214a5018e3941b6a14291 Job Title: Help Desk Specialist Reports to: Project Manager (to be determined onsite) FLSA: Full Time Salary Exempt Primary Work Location: Carlisle Barracks, PA COMPANY OVERVIEW AITC is a fast-growing, proven Information Technology Company focused on Network and Systems Engineering and Integration, Professional Services, Medical Simulation, Test and Training Systems and End-To-End Product and Technology solutions. AITC provides expert support in Information Systems Design and Cyber Security, Strategic Planning, Program and Project Management, Security Risk Assessment, and Logistics for Federal Government and Public Sector markets. AITC is an ISO 9001:2015 certified company. All employees are required to be aware of our Quality Policy and must adhere to AITC's established ISO policies, standards, and procedures. POSITION OVERVIEW AITC is seeking a Help Desk Specialist to provide phone and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer system, and applications developed or deployed. RESPONSIBILITIES / DUTIES *Serve as the first point of contact for troubleshooting hardware/software, on all types of computer systems and printer problems. *Assist computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers seeking guidance on technical problems. *Assist customers through problem solving steps. *Assess and troubleshoot computer support problems. *Perform diagnostic testing on programs. *Find problems and determine and implement solutions. *Receive and respond to telephone calls and emails from users having problems using computer software and hardware. *Ask questions to ascertain from computer users the nature of problems. *Determine if problems are caused by hardware, such as modem, printer cables or telephone. *Talk with co-workers to research problems and find solutions. *Test software and hardware to evaluate ease of use. *Assist in developing procedures for finding and resolving problems with computer products and services. *Additional administrative duties as assigned. MINIMUM REQUIREMENTS *ITIL Foundations within 6 months. *SECRET Clearance *Must be a US citizen. *Able to work Overtime as required. *Must be available to travel as required *One of the following: oA+ CE oCCNA-Security oCND oNetwork+ CE oSSCP Intermediate Level (Experience & Education) - 4-6 years practical field experience performing aforementioned responsibilities/duties / High School Diploma or GED (Associate degree in a related field preferred). Senior Level (Experience & Education) - 7+ years practical field experience performing aforementioned responsibilities/duties / Associate degree in a related field. PREFERRED SKILLS/KNOWLEDGE *Associate degree in a related field or Vocational School certification *Knowledgeable in Army Network Enterprise Center operations *Experience with a DoD or Army IT environment *Microsoft Certified Desktop Support Technician (MCDST) *MCSA 2012 / 2016 *BMC Remedy IT Service Management 18.05 and 18.08 *Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution PHYSICAL DEMANDS *Predominantly indoors in a normal office environment *Must be able to sit, stand, walk, stoop, kneel and reach *Must be able to speak, write, read, and understand English *May require frequent computer use for several hours at a time *Frequently work at a fast pace with unscheduled interruptions *Must have visual acuity *Must be able to lift up to 10 pounds COMPENSATION Salary and benefits will be commensurate with experience, expertise, education, and potential. We offer our employees competitive compensation and a comprehensive benefits package. AITC provides equal emplo ment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws and offers equal opportunity for VEVRAA Protected Veterans. AITC, will not discriminate against employees and job applicants who inquire about, discuss, or disclose compensation information.

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