Intermediate Helpdesk Specialist

Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
Active DOD Secret clearance
Information Assurance Technician (IAT) Level II
Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
Experience meeting service level goals and targets.

Serve as the initial point of contact for IT-related problems and incidents.
Provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.
Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
Document and communicate degradation of services or outage issues information to customers and help with resolution.
Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
Open and close tickets in Remedy and/or Service Now.
Ensure all tickets, requests, and work orders are properly documented.
Create or coordinate the development of Knowledge Base Articles (KBA).
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking.
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.