Omniscius
Our client is seeking candidates for a Help Desk Technician to support a DoD customer in Orlando, FL. Qualified candidates must have an active DoD Secret clearance. The Help Desk Technician shall provide phone and onsite support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet) and Classified (SIPRNet) networks.
Responsibilities
Meet established service level metrics for call response, technical support, and customer service
Input trouble calls into theticket tracking system. Ensure all relevant information is gathered and documented
Resolve trouble calls; in person at the help desk, over phone, and/or through email
Analyze and resolve trouble tickets utilizing tools such as remote desktop
Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual
Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
Assign Trusted Agents (TA’s) responsible for issuing alternate tokens to HQ personnel when required
Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
Requirements
Active DoD Secret Security Clearance
A+ Certification
#J-18808-Ljbffr
Responsibilities
Meet established service level metrics for call response, technical support, and customer service
Input trouble calls into theticket tracking system. Ensure all relevant information is gathered and documented
Resolve trouble calls; in person at the help desk, over phone, and/or through email
Analyze and resolve trouble tickets utilizing tools such as remote desktop
Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual
Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
Assign Trusted Agents (TA’s) responsible for issuing alternate tokens to HQ personnel when required
Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
Requirements
Active DoD Secret Security Clearance
A+ Certification
#J-18808-Ljbffr