Service Desk Support Specialist

7 days ago

San Antonio, Texas, United States ARS Aleut Construction Full time
About Aleut Federal

Aleut Federal is an Alaskan Native-owned enterprise that prioritizes its mission and employees. We support our Shareholders by providing excellent service and quality results to our clients and the federal government.

Position Summary

The Service Desk Technician provides customer service to 30,000+ Enterprise users, ensuring account issues are identified and resolved promptly.

Responsibilities
  • Deliver Tier 1 support, creating tickets, performing initial troubleshooting, and documenting steps to resolve incidents.
  • Provide basic knowledge and support on Microsoft operating systems and common applications, diagnose and resolve client-level issues, and knowledge of networking principles, hardware components, and exchange.
  • Track assigned and created tickets through resolution.
  • Identify and resolve computer system malfunctions and operational problems.
  • Contribute to Knowledge Base articles after incidents are resolved.
  • Contribute data and reporting to monthly metrics on service tickets.
  • Provide customer satisfaction surveys when incidents are resolved.
  • Identify and contribute to the resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed service desk capabilities to resolve.
  • Monitor, comply with, and contribute to Standard Operating Procedures documentation.
  • Create user accounts using enterprise tools such as DRA (NetIQ).
  • Provisioning Jabber accounts and VOIPs.
  • Book AF gateways for VTC Bridging.
Requirements
  • High School Diploma with 2-5 years (or commensurate experience).
  • MUST HAVE a verified DoD Top Secret clearance with SCI eligibility on day one.
  • Experience with a service ticketing system, Service Now or Remedy.
  • Must have current CompTIA Security+ CE certification.
  • Good client management skills.
  • Good oral and written communication abilities.
Benefits

Aleut Federal offers the following benefits to eligible employees: Health insurance, Dental/Vision insurance, Paid Time Off, Short- and Long-Term Disability, Life insurance, and 401k and match.

Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or genetics.

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