Helpdesk Specialist
2 days ago
Job Summary:
We are seeking a highly skilled Helpdesk Journeyman to join our team at TEKsystems. As a Helpdesk Journeyman, you will be responsible for providing top-notch technical support to our clients, troubleshooting complex issues, and ensuring seamless service delivery.
Key Responsibilities:- Review and prioritize systems tickets daily to ensure compliance with Service Level Agreements.
- Manage incident tickets, providing status updates to customers on a daily basis.
- Collect and analyze information to evaluate root causes of incidents and make recommendations to the Service Desk Director and customers.
- Provide technical support for hardware, software, networking, and other computer-related technologies.
- Interview users to collect information about problems and lead them through diagnostic procedures to determine the source of errors.
- Troubleshoot complex issues with 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 the level, priority, and nature of problems, requests, and/or issues.
- Escalate problems to the appropriate team if unable to diagnose or if physical interaction with the end user is required.
- Responsible for opening, tracking, and closing trouble tickets, ensuring problem ownership and promoting end-user satisfaction.
- 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 communicating with senior government employees.
- Experience with help/service desks that have performance requirements.
- Experience managing customer physical assets.
- Experience with help desk call tracking management systems, such as Remedy.
- Experience using IT Service Management (BMC ITSM).
- ITILv3 Certified.
- 15% Travel Requirement.
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