Helpdesk Specialist

5 days ago


Hanover Hills, Maryland, United States TEKsystems Full time
Job Title: Helpdesk Journeyman

TEKsystems is seeking a skilled Helpdesk Journeyman to join our team. As a Helpdesk Journeyman, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities:
  • Review and prioritize systems tickets daily to ensure compliance with Service Level Agreements.
  • Manage incident tickets and provide status updates to each ticket on a daily basis.
  • Collect information about incidents and problems to evaluate root causes and make recommendations to the Service Desk Director, PM's, and customers.
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Troubleshoot to determine problems for operating systems, applications, and remote access, email, and telephone and wireless issues.
  • Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues, or requests.
  • Define and classify level, priority, and nature of problem, request, and/or issue.
  • Responsible for opening, tracking, and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction.
Requirements:
  • Four (4) years of IT experience.
  • Two (2) years of IT help/service desk experience.
  • Active, current Top Secret Clearance.
  • IAT Level II Certification such as CompTIA A+CE, Security+CE, or Network+CE.
  • Experience with communicating with senior government employees.
  • Experience with help/service desks that have performance requirements.
  • Experience managing customer physical assets.
Additional Information:

Experience using IT Service Management (BMC ITSM) is a plus. ITILv3 Certified a plus. 15% Travel Requirement.


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