What are the responsibilities and job description for the Helpdesk Specialist Tier I position at Career Listings?
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Profit sharing
- Stock options plan
- Training & development
- Tuition assistance
- Vision insurance
SarelaTech is seeking an Intermediate Service Desk Analyst to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, virtual and walk up support to users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.
Additional duties will include:
In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, virtual and walk up support to users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.
Additional duties will include:
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues
- Document and communicate degradation of services or outage issues information to customers and help with resolution
- Analyze, troubleshoot, and resolve incidents and SC Tasks based on the Service Desk operating procedure
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
- Ensure your assigned incidents stay within the program’s AQL/SLA commitments
- Open, update, and resolve incidents in Service Now
- Ensure all incidents and SC Tasks are properly documented
- Create and/or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds
- Provide support for new employees setting up Government Furnished Equipment (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services