Tier 1 Help Desk Specialist

Location Charleston, SC

Requisition # 2529

Division Information Technology

Apply Now (https://phg.tbe.taleo.net/phg01/ats/careers/v2/applyRequisition?org=RESOMANAcws=37rid=2529)

Job Description

Tier 1 Help Desk Specialist

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for a Tier 1 Help Desk Specialist to support our customer at NIWC LANT. The selected applicant will work with a team of highly talented individuals supporting RDTE network connected and standalone laboratories. The selected applicant will work as part of an integrated team including system administrators, network engineers, service desk analysts, and other personnel. The help desk specialist will troubleshoot access issues such as password resets and VPN (Virtual Private Network), as well as troubleshoot issues with Microsoft Office Suite, Windows 7/10, printers and networks.

Responsibilities:

Provide Help Desk support to end users on a variety of issues:

Respond to telephone calls, email and personnel requests for technical support

Identify, research, and resolve technical problems at the Tier 1 level of responsibility

Promptly categorize, generate, route and escalate customer requests which require escalation beyond the Tier 1 area of responsibility

Log all customer calls in the Service Now based ticketing system

Track technical issues using ticketing system and maintain historical records and related documentation to ensure timely resolution

Perform in a fast-paced and diverse environment

Diagnose data communications problems using specialized tools, test equipment, and software utilities

Retain deep knowledge of commonly-used IT concepts, practices, and procedures within a particular field

Coordinate cross-tier integration to ensure consistent and repeatable processes

Maintain compliance with instructions, pre-established guidelines and Knowledge Articles to perform the functions of the job

Required Qualifications:

High school diploma or equivalent GED is required

Up to 4 years of experience providing end user IT support services preferred

Excellent time and task management, critical thinking and problem solving

Ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools

Ability to listen effectively and document customer issues for technical follow up

Ability to work independently and as part of a team in researching data and developing analytical techniques and methodologies

Experience with Linux and Mac Operating Systems is preferred

Security Clearance:

An Interim DoD Secret clearance is required to start

Applicant selected may be subject to a security investigation and must meet eligibility requirements for access to classified information.