Position Description: SPN Solutions is seeking to hire Helpdesk Technician I to provide end user support for daily Tier 1 and 2 helpdesk request and tickets. The resource will support users, inclusive of corporate and client users and must demonstrate sufficient written and communication skills to ensure success. This position is on a rotating shift to cover the organizations hours of operation from 6 a.m. to 5:30 p.m. daily, Monday through Friday.
Clearance/Citizenship: DoD Secret Clearance (A Must)
Education: Bachelor’s Degree or greater
Certification: CompTIA Security
Help Desk Technician Primary Job Duties:
- Provide user support via desk side, telephone, or remote tools.
- Provide Tier 1 and 2 helpdesk / IT requests and ticket support.
- Troubleshoot and triage service requests face to face and/or via remote access.
- Create trouble tickets and document all repair requests from beginning to completion.
- Deploy, relocate, and remove computer and IT hardware and peripherals under the cognizance of the information management department.
- Install, once approved, any additional software packages outside the scope of the standard software package.
- Maintain trouble tickets from the Remedy / ServiceNow ticketing system and the Command’s intranet home page via Outlook.
- Maintain desktop applications and install / update software both manually and pushed out centrally.
- Maintain a log of daily activities for tasks, which will be available upon request, and summarized in a monthly status report.
- Provide operational support that includes system installation, testing, deployment, software support, telecommunications, and dental imaging assistance.
- New Active Directory (AD) account provisioning, including mailbox-related items.
- Deactivation/Deletion of Active Directory accounts for departed users.
- Manage resolution of Incidents and close Incidents when resolved.
- Manage the Root Cause Analysis (RCA) process on recurring Incidents and provide RCA reporting within the time specified.
- Provide on-site support of the networked systems.
- Resolve service tickets or escalate to other support entities as needed and within SLA.
- Open a service ticket for every customer interaction disregarding mode of communication (email, phone, or walk-in).
- Provide first level desktop support to users by responding to phone calls or emails and resolving requests submitted via the automated ticketing system.
- Effectively learn on the job and exploring / recommending new technologies with little to no supervision.
Help Desk Technician Requirements:
- Minimum four (4) years helpdesk
- Excellent written and verbal communication skills.
- An aptitude for providing positive customer service.
- Experience within a Desktop Helpdesk.
- Good communication, problem solving and technical writing skills.
- An in-depth knowledge of relevant operating systems, Virtualized Environment (VMWare) applications, printers and other hardware required.
- Expert knowledge of basic email technology such as SMTP, mail relay distribution groups, calendars and mail delegation.
- Intermediate knowledge in Microsoft Office 365 related technologies such as mailbox creation, distribution list management, delegation management, and Office 365 health monitoring.
- Familiar with Active Directory, DNS, DHCP (Verify user account in Active Directory and its permission groups, troubleshoot network settings).
- Intermediate knowledge of Windows 10.
- Have excellent troubleshooting skills.
- Must have strong interpersonal skills and have experience dealing with all levels of users.
- Experience with remote support applications.
- Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone.
- Responds promptly to customer needs.
- Solicits customer feedback to improve service.
- Use internal knowledge base on every interaction.
- Ability to work well independently.
About SPN Solutions:
SPN Solutions is an 8A Certified (SBA) Small Business that provides IT enterprise solutions, manages large-scale, mission-critical IT programs, and provides mission support services to customers in the Defense, Federal Civilian Government and Commercial sectors. Our values are the standards that inform and inspire all our activities and distinguish us as a corporation. At SPN, we have a corporate culture which fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers. We demonstrate these core principles daily through our corporate Values and culture. Comprehensive Health, Dental, and Vision plans available for you and your family
- Premier 401k retirement plan with corporate matching
- Generous vacation and sick leave plan
- Company paid Life and AD&D Insurance
- Tuition reimbursement for continuing education
SPN Solutions Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. SPN Solutions Inc. will treat all employees equally with respect to compensation; opportunities for advancement, including upgrading, promotion and transfer, and all other terms and conditions of employment.
