Help Desk Specialist
Bering Straits Native Corporation
- Aberdeen, MD
- Permanent
- Full-time
- Provide telephone and email support to the client end-user community.
- Handle issues such as problems, errors, training, general questions, and general use.
- Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
- Responsible for creating, tracking, and resolving Remedy tickets; ensure problem ownership and promote end-user satisfaction.
- Interface with and create tickets for customers
- Maintain work logs in a clear and professional manner
- Manage customer relationships from reported incident through resolution.
- Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
- Assist in developing and implementing permanent resolutions to reoccurring problems
- Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
- Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
- Assist in the asset management process
- Create and/or revise Standard Operating Procedures (SOP).
- Adhere to all client policies and procedures.
- Assist with evaluating/testing/recommending new technologies for the agency.
- Associate degree and 1 year of experience or combination of three years of experience which may include education/specialized training/certifications and/or experience. Relevant education/experience must be in an IT discipline related to the assigned program (e.g. Network Engineering, Network Management, Computer Forensics/Security, etc.),
- Enter minimum KSAO’s required to do the job.
- 1+ year(s) experience in customer service or working within a Helpdesk environment
- Must have general knowledge of PC Hardware, networking, and a good working knowledge of Windows 10 and MS Office, especially, Word, Excel, Outlook.
- Must have general knowledge of ticket tracking software (e.g. Remedy, ServiceNow)
- Keyboarding skills are required since a major portion of the work will be to enter information into incident tickets
- Ability to support the following:
- MS Windows 7 or 10
- MS Office 2010 or higher
- Standalone, networked and Multi-Functional Device printers
- Cisco telephones
- Smartphones (iPhone and Android)
- Remote access technology including: DirectAccess, VMWare, VPN, etc.
- Must meet the following:
- Excellent oral and written communication skills.
- Excellent phone etiquette.
- Strong technical aptitude including excellent troubleshooting skills.
- Ability to work with users that have limited technical knowledge.
- Ability to instruct users utilizing verbal communication.
- Ability to work in a fast-paced, dynamic environment.
- Ability to interface with all levels of management.
- Excellent time management, scheduling, and organizational skills.
- Ability to work well independently or in a team setting.
- Attention to detail.
- High degree of patience.
- Experience in the DOD Computing Environment
- A+ certification
- Network + certification
- Security + certification
- This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions.
- No supervisory responsibilities.