Help Desk Technician
Omniscius Consulting
- Location
- Onsite (Orlando, FL)
- Employment
- Full-time
- Level
- Mid Level
About the Role
Omniscius Consulting is seeking a Help Desk Technician to provide technical support for a Department of Defense customer. The role involves managing trouble tickets and resolving hardware and software issues on both unclassified and classified networks.
Skills
Full job details
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 the ticket 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