Job Description

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