Help Desk Administrator

3 weeks ago


Virginia Beach, Virginia, United States By Light Professional IT Services Full time
Job Summary:

By Light Professional IT Services is seeking a skilled Help Desk Administrator to support the Regional Network Enterprise Center (RNEC) Joint Base Langley-Eustis (JBLE), Virginia, Local Network Enterprise Center (LNEC) Fort Gregg-Adams, Virginia, and Joint Expeditionary Base Little Creek Fort Story (JEBLCFS), Virginia, with classified and unclassified communication systems support.

Key Responsibilities:

Provide customers with a point of contact (POC) for service requests and problem reporting for hardware, software, and telephone support.
Track, audit, and resolve issues.
Provide feedback and ensure successful resolution of trouble tickets.
Open, receive, document, assign, monitor, and close Service Requests
Process service orders and Service Requests for all approved requirements.
Provide help desk and systems management data analysis to include help desk management tool and outputs associated to trend analysis and help desk performance.
Provide timely notifications of planned or unplanned system maintenance or degradation.
Send out customer satisfaction surveys after completion of work.
Maintain site specific metrics and provide trend analysis.
Perform other duties as required.

Requirements:

Possess an associates degree or higher.
Minimum of three years of customer service desk / help desk experience.
Has user level experience with Microsoft Windows OS, Microsoft Office Products and Adobe Acrobat.
Fluent in the spoken and written English language, to include the usage of technical terms commonly used in information technology (IT), network routing and switching, telecommunications, IT maintenance, and technical control facilities.
N/A for Foundational Personnel Certification and Foundational Qualification (Experience).
Residential Qualification (Certifications) Microsoft Modern Desktop Associate.
Residential Qualification (On-the-Job) Army Enterprise Service Desk, Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM); Army IT Metrics Program; and the Army AITP Service catalog.
Has the ability to interface with management and brief senior leadership on status of program status and risks (both technical and programmatic).

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