Craytek, Inc.
Responsibilities
Respond to, resolve, initiate, or elevate trouble calls and support requests via telephone, email, Service Desk Ticketing System, or walk‑ins. Provide over‑the‑shoulder, remote, or telephone training to end users on desktop operations, including log‑in, password resets, re‑boots, basic and advanced MS Office suite support, Adobe Acrobat, VPN, smartphones, and tablets. Provide technical support and troubleshooting to users. Maintain current knowledge of relevant technologies assigned. Provide occasional on‑call support after normal business hours. Produce procedure and guideline documentation as requested by the Project Manager. Ensure proper procedures and guidelines are followed during performance of duties. Provide timely written reports of work status as requested. Coordinate and process new employee check‑ins, check‑outs, and position changes for users. Employ exceptional customer service skills and manage, prioritize, and execute multiple simultaneous projects. Enter incidents and service requests in the Heat ticketing system. Responsible for checking the service desk queue, managing assigned incidents/service requests, and closing tickets in a timely manner. Provide timely updates of work status via Service Desk Ivanti Heat Information Technology Service Management System. Qualifications
Active DoD Secret Clearance is required. CompTIA Security+ is required (per DoD 8140). Knowledge of service desk operations, support technician operations, and basic Active Directory. Knowledge of and ability to use, install, and maintain relevant hardware, software, and other equipment. Proficiency in troubleshooting desktop operating systems and associated hardware and peripherals. Capable of working in an environment demanding near‑100% system availability and rendering solutions promptly. Ability to assist with maintenance and administration of user workstations, laptops, printers, network equipment, and wireless devices for both SIPRNET and NIPRNET clients. Ability to assist with maintenance, troubleshooting, and administration of smartphones and tablet equipment. Excellent telephone etiquette and oral and written communications skills. Ability to work independently with minimal supervision. Excellent interpersonal skills with ability to interact with end users at all levels. Knowledge of Excel, Word, PowerPoint, Adobe Acrobat, and other general applications. Ability to undertake self‑managed initiatives. Ability to develop documentation detailing service desk operations. Ability to lift standard PC equipment and peripherals for the purpose of installations, moves, replacements, and etc. Education, Training, and Experience
Associate’s Degree in Computer Science, Information Technology, or related field, or equivalent work experience (3–5 years) including IT operations and support. VPN, VTC, System Imaging, Encryption support experience highly preferred. Experience with Ivanti HEAT or other similar ticketing systems highly desired. Bachelor’s degree in Computer Science or Information Technology highly desired.
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Respond to, resolve, initiate, or elevate trouble calls and support requests via telephone, email, Service Desk Ticketing System, or walk‑ins. Provide over‑the‑shoulder, remote, or telephone training to end users on desktop operations, including log‑in, password resets, re‑boots, basic and advanced MS Office suite support, Adobe Acrobat, VPN, smartphones, and tablets. Provide technical support and troubleshooting to users. Maintain current knowledge of relevant technologies assigned. Provide occasional on‑call support after normal business hours. Produce procedure and guideline documentation as requested by the Project Manager. Ensure proper procedures and guidelines are followed during performance of duties. Provide timely written reports of work status as requested. Coordinate and process new employee check‑ins, check‑outs, and position changes for users. Employ exceptional customer service skills and manage, prioritize, and execute multiple simultaneous projects. Enter incidents and service requests in the Heat ticketing system. Responsible for checking the service desk queue, managing assigned incidents/service requests, and closing tickets in a timely manner. Provide timely updates of work status via Service Desk Ivanti Heat Information Technology Service Management System. Qualifications
Active DoD Secret Clearance is required. CompTIA Security+ is required (per DoD 8140). Knowledge of service desk operations, support technician operations, and basic Active Directory. Knowledge of and ability to use, install, and maintain relevant hardware, software, and other equipment. Proficiency in troubleshooting desktop operating systems and associated hardware and peripherals. Capable of working in an environment demanding near‑100% system availability and rendering solutions promptly. Ability to assist with maintenance and administration of user workstations, laptops, printers, network equipment, and wireless devices for both SIPRNET and NIPRNET clients. Ability to assist with maintenance, troubleshooting, and administration of smartphones and tablet equipment. Excellent telephone etiquette and oral and written communications skills. Ability to work independently with minimal supervision. Excellent interpersonal skills with ability to interact with end users at all levels. Knowledge of Excel, Word, PowerPoint, Adobe Acrobat, and other general applications. Ability to undertake self‑managed initiatives. Ability to develop documentation detailing service desk operations. Ability to lift standard PC equipment and peripherals for the purpose of installations, moves, replacements, and etc. Education, Training, and Experience
Associate’s Degree in Computer Science, Information Technology, or related field, or equivalent work experience (3–5 years) including IT operations and support. VPN, VTC, System Imaging, Encryption support experience highly preferred. Experience with Ivanti HEAT or other similar ticketing systems highly desired. Bachelor’s degree in Computer Science or Information Technology highly desired.
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