What are the responsibilities and job description for the Helpdesk Specialist position at Delaware Nation Industries?
Overview:
Delaware Nation Industries is dedicated to providing comprehensive support to the U.S. Air Force at Hill Air Force Base, UT. Our Helpdesk Specialists are essential in ensuring the efficient operation of IT systems that support various research programs and initiatives within the organization.
Responsibilities:
- Resolve and satisfy communications and IT issues and requirements to include support for all base users and/or devices.
- Respond to all customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact.
- Respond to NIPR and SIPR customer support requests in a professional and courteous manner.
- Create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or email and document tickets in detail through the Automated Information System (AIS).
- Use Government provided remote-support software tools to access customer end devices to resolve and/or complete customer tickets.
- Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles, as required.
- Analyze and determine software and/or hardware configurations.
- Identify trends, create mater tickets for outages, and ensure the Communications Focal Point (CFP) has situational awareness.
- Other duties assigned by supervisor/manager or the contract.
- 2 years of relevant experience in IT support or helpdesk roles.
- Active Security clearance (Secret or higher).
- Possession of a current Security certification (or 8570 equivalent).
Benefits Include:
- Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
- Matching 401K
- Short- and Long-Term Disability
- Pet Insurance
- Professional Development/Education Reimbursement
- Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.