What are the responsibilities and job description for the Help Desk Support Specialist position at LaunchTech, LLC?
Location: Huntsville, AL / On-Site
**NOTE** THIS POSITION IS ON-SITE, WITH NO OPTION FOR REMOTE/TELEWORK. This position will be filled at Redstone Arsenal, Huntsville, AL.
- Collect and analyze data to provide technical resolutions
- Provide remote troubleshooting support for break/fix issues
- Provide escalation and status updates to MDA customers
- Provide technical support for enterprise projects that affect Service Desk workflows
- Resolve daily battle rhythm tasks
- Track all work using the Remedy ticketing system
- Utilize the mature knowledge database to assist customers
Requirements
Must have one of the following combinations of education and experience: HS Diploma (or GED) and 8 years of general experience; Associate's degree and 6 years of general experience; Bachelor's degree and 4 years of general experience; Master's degree and 2 years of general experience
- Must have 4 years of experience in help desk ticketing software, incident troubleshooting, and escalation, or using remote desktop management tools and familiarity with ITILv3 or related service delivery frameworks
- Must have experience working in a customer-facing role
- Must have experience with Microsoft Office and Access Database
- Must have a current DoD 8570 IAT Level II Certification (example: CompTIA Security CE)
- Must have, or obtain, an active DoD Secret Security Clearance
Desired Requirements:
- Have an ITILv3 Foundations certification
- Have experience with Remedy
- Have experience with desktop support, service desk/help desk or call center
Benefits
LaunchTech, LLC understands that you, the employee, are the most valuable asset to our company. We are committed to a comprehensive employee benefits program that helps YOU, the employee, stay healthy, feel secure, and maintain a positive work/life balance.
What We Offer You!
• Medical
• Dental
• Vision
• Paid Vacation
• 401K Match
• Basic Life and Accidental Death
• Discount Services
• and More!
LaunchTech is an Equal Opportunity Employer. Discrimination and harassment of any employees and applicants are prohibited. All qualified applicants will receive consideration for employment without regard to race, protected veteran status, color, sex, religion, sexual orientation, national origin, disability, genetic information, age, pregnancy, or any other protected classes outlined by federal or state local laws.
