Helpdesk Technician – Tier V

Helpdesk Technician – Tier V

Requirements

• Computer Hardware
• Help Desk Support
• Troubleshooting
• Security+ CE – CompTIA
• 8 + years of related experience
• US Citizenship Required
• Top Secret SCI clearance and ability to obtain and maintain a CI Polygraph

Responsibilities

• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays)
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
• Performs hardware and software installations and upgrades to operating systems and layered software packages
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved
• Assists with the collection and evaluation of incident reporting practices and operations
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library)
• Knowledge of network connectivity troubleshooting, cable management, and fiber termination technologies
• Will be responsible to assist in managing and modernizing LAN cabling
• Maintaining and updating records and tracking databases
• Alerting management to recurring problems and patterns of problems

Preferred Qualifications

• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
• Ability to resolve technical and other types of issues with little oversight