Help Desk Technician
- Create tickets within the IT Service Management (ITSM) tool Remedy.
- Troubleshoot and repair end user devices.
- Install and troubleshoot software.
- Re-image hardware.
- Perform shared file access maintenance.
- Maintain accounts.
- Create tokens.
- Reset CAC/Token pins.
- Maintain local registration authority capabilities.
- Provide information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group.
- Escalate tickets to other IT support groups and/or vendor support.
- A DoD TS/SCI clearance is required.
- DoDD 8570.01-M IAT II certification required.
- Specialized experience includes the management of help desks in a multi-user environment, a comprehensive understanding of PC operating systems, a working knowledge of network and electronic mail operations and prior supervision of help desk employees.
- Must have a demonstrated ability to communicate well both orally and in writing and have a positive customer service attitude.
- Provides support to users in resolving problems using help desk center tools including MECM, VMWare, ESXi and NetApp ONTAP.
- BS + 2 years of experience OR MS + 0 years of experience OR HS with 6 years of experience OR AA + 4 yrs of experience
- Applicants selected will be subject to a security investigation and must meet eligibility requirements for access to classified information.
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