Help Desk Technician L2

4 weeks ago


East Saint Louis, Illinois, United States Galapagos Federal Systems, LLC Full time

Job Title: Help Desk Technician L2

Job Summary:

We are seeking a highly qualified individual to join our team as a Level Two Help Desk Technician. As a Level Two Help Desk Technician, your primary responsibility will be to deliver Tier 1 support. This includes performing password resets, establishing new accounts, managing customer account features and access permissions, handling file and print permissions, and identifying technical interface and system-level issues. You will also be responsible for logging service requests, filtering, and routing requests to the appropriate experts. Additionally, you will contribute to our shared knowledge base, documenting problem resolutions and service request solutions.

Key Responsibilities:

  • Provide Tier 1 support for password resets, new account setups, and customer account features
  • Manage accounts access, file, print, and access permissions
  • Identify and troubleshoot technical interface and system-level issues
  • Log service requests and route them to the appropriate experts
  • Contribute to the knowledge base with documented problem resolutions and service request solutions

Requirements:

  • Secret Clearance
  • 6 years of experience/education IT support/help desk functions
  • Experience with Remedy and/or ServiceNow ticketing system preferred
  • Minimum high school diploma
  • Minimum DoD 8570 IAT I compliance

Benefits:

  • Medical, dental, vision, disability, and life insurance
  • Flexible Spending Accounts
  • 401(k)
  • PTO
  • Paid Parental leave
  • Tuition reimbursement
  • Paid federal holidays

Security Clearance: Must be a U.S. Citizen. A high-level Department of Defense active security clearance is required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements: Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.

Company Summary: Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Our Service Commitment: Quality IT Solutions... On Time & On Budget.



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