Senior Help Desk Technician

Excentium, Inc. is a Service-Disabled Veteran owned small business that provides Cyber Security Engineering, Information Assurance (IA), management, Certification and Accreditation (C&A), and other IT services to government and commercial organizations.

We have an opportunity for a Senior Help Desk Technician supporting one of our Federal customers in Jacksonville, FL

MINIMUM CLEARANCE LEVEL: Secret
CITIZENSHIP: US Citizenship
LOCATION: Jacksonville, FL

Overview:

The Senior Help Desk Technician will provide support for incident resolution and requests reported to the service desk. The Specialists are responsible for the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software tools and/or infrastructure components. The Help Desk Specialists provide support through analysis and problem resolution using remote communication or through telephone contact with the client or end user. Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customer issues with a professional attitude. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Resolves general hardware and software problems with customers having little or no background in computers Conducts component level diagnostics Maintains documentation for procedures and processes, as well as maintenance logs and equipment databases. Support as a liaison for the Multi-Function Device lease and maintenance contracts. Configure and install new hardware including upgrades acquired and approved by customer. This process shall ensure that the equipment operates according to the manufacturer's specifications, that the required network and communication capability is established, all security requirements have been met, and that the equipment functions satisfactorily within the customer environment.

Responsibilities:

• Establish and sustain effective Help Desk operations to identify problems, request information, and check status of information technology trouble tickets.
• Continuously monitor and respond to in-bound support request ticket submissions received through the ITACS Help Desk support site or hotline
• Establish and maintain a SAAR-N Management process to control the Account Request Forms processed through ITACS.
• Experience in Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.)
• Understanding of Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features)
• Experienced in Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues)

Requirements:

• Current Secret Clearance
• Bachelor's Degree in Computer Science, Business Information System or IT related field
• 10 years of equivalent work experience.
• Required certifications: Security ; Microsoft Certified Information Technology Professional (MCITP); ITIL V3 Foundations

We take pride in building a workforce with a strong Veterans focus

Excentium offers a competitive salary and comprehensive benefits package, including medical, dental, life, disability, 401k, and paid time off.
Excentium, Inc. is an equal opportunity employer.