Helpdesk Specialist

2 days ago


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

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.
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 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.
Preferred Qualifications:
  • Experience using IT Service Management (BMC ITSM).
  • ITILv3 Certified.
  • 15% Travel Requirement.

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