Role : Help Desk Support Service Specialist - Associate
Location : Carlisle Barracks, PA
Education / Certifications : Assoc-Tech degree preferred (not required); Minimum HS Diploma or GED; Relevant Help Desk Certifications; ITIL Certification
Years of Experience : At least 2 years of relevant work experience
Clearance Level & Investigation : Interim Secret (requires U.S. citizenship)
IA Cert Level (DoD 8570.01) : IAT 1
Job Description :
- Answer user phone calls and enter help desk tickets.
- Diagnose and solve low-level user problems / issues.
- Respond to and diagnose a wide range of problems.
- Maintain call logs and escalate problems to analysts.
- May be responsible for reporting.
Additional Responsibilities :
- Provide and manage technical, IT-based Service Desk to serve as single POC for all customers.
- Utilize and maintain Government-provided ticketing system to log, track, and manage helpdesk requests, ensuring timely resolution, accurate reporting, and effective communication with end-users.
- Service Desk on-site and operational from 0700 through 1700 hours, Monday through Friday, to provide general-purpose help through phone, e-mail / web, and walk-in;
off hour and weekend support may be required as needed.
- Customer Service Support may include Tiers 0, I, and II support, depending on Customer.
- Service Desk provides 24x7 On-Call emergency response.
- Route tickets as needed to support resolution of network, database, application, and AV equipment issues.
- Assist in relocation, movement, coordination, and recovery of lent equipment at Customer installation in support of equipment failure, Customer travel, and temporary use for special projects.
- Maintain accountability over all loaned equipment; use Government-provided Asset Requests system to manage loan requests and track accountability.
- Support in- and out-processing of incoming / outgoing staff, faculty, and students.
- Draft, implement, and execute formal and informal IM / IT training to installation Customers.
- Provide training within Customer’s requested timeframe, or when new equipment, software, or features added to existing capabilities.
- Coordinate, design, and implement and provide training in Microsoft templates for Strategy Research Requirement (SRR) and other student curriculum requests.
- Prepare, issue, and receive temporary and permanent Mobile Devices; analyze / provide reporting of Mobile Device usage;
maintain database of device allocations and maintain hand receipts for all issued devices.
- Support administration tasks for Office 365.
- Reset passwords for users when necessary.
- Open and manage service requests and monitor health of tenant services.
- Interact with customers directly, either through phone, email, chat, or in-person, to aid in resolving or escalating IPTV service issues.
- Maintain accurate records of customer interactions, service requests, and resolutions.
- Provide training sessions or user guides to Customers, helping them understand how to use IPTV service effectively and troubleshoot common issues on their own.
- Support maintenance of sufficient stock of items to supply reasonable day-to-day operations.
- Support procurement of materials for special projects identified on approved List of Materials with funding identified for special projects.
- Support establishment of audit trail accounting for usage of parts.
- Note parts used to restore service on trouble calls on Trouble Ticket Section in work order.
30+ days ago