Job Description & How to Apply Below
Location: Scott Air Force Base
6-MONTH CONTRACT TO HIRE
Job Description
Supporting USTRANSCOM, the Helpdesk Support position assists customers with questions and problems concerning computer systems, hardware and software. The position may work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.
Duties & Responsibilities:
Assists customers with IT requests and issues
Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
Create and update ticket records in Remedy or other ITSM tool
Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
Route support requests to appropriate teams for resolution
Coordinate user support with Desktop Support and System Administration staff
Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.
Assists Help Desk Manager with data collection for reporting
All other duties as assigned
Minimum Qualifications:
Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))
Minimum of 1 year of relevant technical experience with each of the following technology skills:
Windows Operating System (Windows 7 and higher)
Apple OSX desired in addition to Windows
Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
Experience using remote desktop troubleshooting and administration tools
Remedy ticketing system
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