What are the responsibilities and job description for the Help Desk Support Specialist II position at Ethic Tech, LLC?
Ethic Tech, LLC is seeking a Help Desk Support Specialist to provide support to the Administration and Resource Management Division (ARI) within Headquarters Marine Corps (HQMC). The Help Desk Support Specialist will provide Tier 1 Service Desk Support for all applications supported by HQMC ARI.
Essential Functions
The Help Desk Support Specialist will be responsible for:
- Answering phones and entering initial ticket information.
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Helping to resolve simple issues.
Providing password resets and account unlocks as needed. - Providing basic troubleshooting and problem resolution for supported applications.
- Providing ticket escalation to Tier 2 technical support technicians.
- Tracking and submitting reports and metrics, and trend analysis to support innovations or recommended changes and updates to policies or training.
- Develop an FAQ and Knowledge Base (KB) that documents basic issues, provides guidelines for routine troubleshooting, and assists in educating end users.
Requirements
- High School or equivalent diploma.
- Five (5) years of IT-related experience.
- Three (3) years of experience in Service Desk Tier 1 Support.
- CompTIA Security CE.
- Experience with Remedy Helpdesk systems.
Desired Qualifications
- Experience with the SharePoint Requests for Services (RFS) application.
Clearance Qualifications
- Must have a DoD Secret Security Clearance
EEO Statement
Ethic Tech LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you need assistance or accommodation due to a disability, please contact us at 256.261.3795.