IMG Information Management Group, Inc.
Help Desk Analyst
IMG Information Management Group, Inc., Schenectady, New York, United States, 12309
Opportunity
The
Help Desk Analyst
will support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors.
Security Clearance Requirement
Q, Top Secret Key Responsibilities Call Center
Triage tickets via two (2) communication channels: telephone, web, and walk-ins. FMP’s current Help Desk provides phone support and support through tickets submitted by personnel via the web
Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles
Account Management
Resolve account lockouts / Two-factor authentication (2FA) blocks
Manage account creations, enablement, disablement, and terminations
Issue new passwords, temporary passwords, new 2FA credentials
Manage need-to-know (permissions) for accounts
Hardware
Troubleshoot and resolve basic hardware issues for hardware peripherals
Troubleshoot and diagnose hardware issues for escalation to desktop support to
perform repairs
Create work orders for desktop support to move, add, or change computers and/or peripherals
Software
Troubleshoot and resolve basic software issues for both commercial-the-shelf
(COTS) software products, as well as in-house developed applications
Assist in obtaining new software licenses for customers
Miscellaneous
Troubleshoot and resolve basic web or SharePoint issues
Assist with issues regarding shared folders or groups
Troubleshoot and resolve basic computer support or software questions
Provide training for basic computing questions or tasks
Qualifications
High school diploma
IT help desk/call center experience, minimum required years can vary depending on highest degree level:
High school diploma + 7 years
Associate's Degree + 5 years
Bachelor's Degree + 1 year
Basic understanding of MS Office software suite
Basic understanding of computer equipment and core client system software
Strong customer service skills
Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
Active Q or Top Secret security clearance
Hourly rate: $25-36
About IMG Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.
Benefits:
Health, dental, vision, and life insurance
Short term and long term disability insurance
401(k) with generous company match
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Personal leave plus paid federal holidays
Professional development and training assistance
IMG is an e
qual opportunity employer including disability and protected veterans or other characteristics protected by law.
Help Desk Analyst
will support a project in Schenectady, NY. This individual must have an active DOE Q clearance or DoD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors.
Security Clearance Requirement
Q, Top Secret Key Responsibilities Call Center
Triage tickets via two (2) communication channels: telephone, web, and walk-ins. FMP’s current Help Desk provides phone support and support through tickets submitted by personnel via the web
Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles
Account Management
Resolve account lockouts / Two-factor authentication (2FA) blocks
Manage account creations, enablement, disablement, and terminations
Issue new passwords, temporary passwords, new 2FA credentials
Manage need-to-know (permissions) for accounts
Hardware
Troubleshoot and resolve basic hardware issues for hardware peripherals
Troubleshoot and diagnose hardware issues for escalation to desktop support to
perform repairs
Create work orders for desktop support to move, add, or change computers and/or peripherals
Software
Troubleshoot and resolve basic software issues for both commercial-the-shelf
(COTS) software products, as well as in-house developed applications
Assist in obtaining new software licenses for customers
Miscellaneous
Troubleshoot and resolve basic web or SharePoint issues
Assist with issues regarding shared folders or groups
Troubleshoot and resolve basic computer support or software questions
Provide training for basic computing questions or tasks
Qualifications
High school diploma
IT help desk/call center experience, minimum required years can vary depending on highest degree level:
High school diploma + 7 years
Associate's Degree + 5 years
Bachelor's Degree + 1 year
Basic understanding of MS Office software suite
Basic understanding of computer equipment and core client system software
Strong customer service skills
Experience presenting technical solutions and concepts through verbal and written communications in a clear and concise manner
Active Q or Top Secret security clearance
Hourly rate: $25-36
About IMG Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.
Benefits:
Health, dental, vision, and life insurance
Short term and long term disability insurance
401(k) with generous company match
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Personal leave plus paid federal holidays
Professional development and training assistance
IMG is an e
qual opportunity employer including disability and protected veterans or other characteristics protected by law.