Help Desk Support Specialist

General Summary of Function/Purpose of Position:

Member of the team responsible for providing IT support to Client employees and partners. Log and track requests received from clients. Investigate, evaluate and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives. Responsibilities including, but not limited to: log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.

General Summary of Duty 1: 95% of Time - Log, track, and monitor all requests. Fulfill pre-defined and pre-approved services. Log, categorize, and prioritize incidents. Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures. Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.

• Answer incoming calls and emails, meeting identified response standards.

• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.

• Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.

• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.

• Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.

• Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.

• Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.

• Follow up on cases involving the hardware maintenance vendor.

General Summary of Duty 2:

• 5% Perform special duties as assigned.

Required:

2-3 years of previous Tier 1 IT Helpdesk experience

2-3 years of previous Service Administration experience

2-3 years of IT Troubleshooting experience

Associate’s degree (IT Related)

Preferred:

IT Certifications (A , CISCO Routing, Security , SANS*)

Previous IT related first responder experience (using Motorola)

Prior military experience in the radio field