Help Desk Technician

1 month ago


Hanscom Air Force Base, United States Chenega MIOS SBU Full time

Job Description:

  • Provide on-site Help Desk service support and fulfill incoming Service Requests (SRs) either via in-person, email, or a ticketing system
  • Respond to incoming incidents and SRs from end users in a timely and courteous manner
  • Prioritize and resolve all incidents and escalate as required to resolve issues as soon as possible
  • Accurately record all actions and details relevant to the incident of SR in the ticketing system for the tracking, shipping, servicing, or recovery of assets
  • Identify and learn appropriate all relevant software, hardware, setup, and security procedures to support the organization
  • Conduct regular inventories and prepare reports on status and disposition to relevant to device warranty coverage to ensure maximum system uptime and availability
  • Comply with all Contractor, Program, and DoD security procedures necessary to properly safeguard and protect program assets and information
  • Build rapport and elicit problem details from Help Desk customers

Requirements:

  • High school diploma or GED equivalent
  • 2+ years of related experience
  • Familiar with Apple Operating System (OS) and devices
  • Current and valid US driver's license
  • Interim Secret clearance required, Secret clearance is preferred

Skills and Abilities:

  • Strong verbal communication skills for effective customer management
  • Customer and service-oriented and proactive for issue resolution
  • Ability to learn new systems and procedures for proficient execution
  • Ability to manage multiple tasks in a fast-paced operational environment
  • Ability to grasp system concepts and communicate their application


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