Help Desk Technician L2
3 weeks ago
This job was posted by Honu Inc: For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12295820
Job Summary
Galapagos Federal Systems LLC is seeking an enthusiastic and highly qualified individual to join our team as a Level Two Help Desk Technician. We are looking for a dedicated professional to provide exceptional support to our clients.
Responsibilities
- Deliver Tier 1 support, including password resets, establishing new accounts, managing customer account features and access permissions, handling file and print permissions, and identifying technical interface and system-level issues.
- Log service requests, filter, and route requests to the appropriate experts.
- Contribute to our shared knowledge base, documenting problem resolutions and service request solutions.
Requirements
- Secret Clearance
- 6 years of experience/education in IT support/help desk functions
- Experience with Remedy and/or ServiceNow ticketing system preferred
- Provide Tier 1 support for password resets, new account setups, and customer account features
- Manage accounts access, file, print, and access permissions
- Identify and troubleshoot technical interface and system-level issues
- Log service requests and route them to the appropriate experts
- Contribute to the knowledge base with documented problem resolutions and service request solutions
Benefits
- Medical, dental, vision, disability, and life insurance
- Flexible Spending Accounts
- 401(k)
- PTO
- Paid Parental leave
- Tuition reimbursement
- Paid federal holidays
Security Clearance
Must be a U.S. Citizen. A high-level Department of Defense active security clearance is required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.
Physical Requirements
Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.
Company Summary
Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. Galapagos Federal Systems, LLC is an equal opportunity employer.
Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."
Company Employment Statement
Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
Salary range: $50,000 - $60,000
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