Helpdesk Journeyman

Job Title

Helpdesk Journeyman (Hanover)

Top Skills Details

1. 3+ years of HELPDESK experience: supporting end users through phone, email and in person requests. experience diagnosing OS and hardware related issues,
3. Top Secret/SCI Clearance
4. must have an IAT II Cert (SEC+ CE)

Position Description:
Establishes and maintains user accounts, assigns file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment.

Responsibilities:

• Reviews systems tickets daily and reprioritizes the ticket resolution to ensure compliance with Service Level Agreements. Evaluates and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems
• Actively manages incident tickets and provides status updates to each ticket on a daily basis
• Collects information about incidents and problem to evaluate root causes. Reports information and make recommendations to the Service Desk Director, PM’s, and customers
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Troubleshoots to determine problems for 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 request
• Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team
• Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction
• Requires experience and knowledge of installation, configuration, and troubleshooting of computers
• Requires strong communication and excellent customer service skills
• Trained and certified in automated help desk management systems is desired
• Tracks and reports on assets at the site location. Receives and ships equipment as required
• Follows all processes, procedures, and guidelines to ensure repeatable customer experiences
• Position is required as needed to remote locations within 24 notice of an incident
• Other duties as assigned

Qualifications:
• Must have four (4) years of IT experience
• Must have two (2) years of IT help/service desk experience
• Must have an active, current Top Secret Clearance - 2 Active Top Secret/SCI candidates needed
• Must have at least a current IAT Level II Certification such as CompTIA A+CE, Security+CE or Network+CE. (Note: SEC+ without the CE is not acceptable)
• Must have experience with communicating with senior government employees
• Must have experience with help/service desks that have performance requirements
• Must have experience managing customer physical assets
• Experience and knowledge of help desk call tracking management system such as Remedy

Additional Information:
• Experience using IT Service Management (BMC ITSM) is a plus
• ITILv3 Certified a plus
• 15% Travel Requirement