Information Technology Specialist 25B, Help Desk Support, DoD 8570

Location: Bossier City, Louisiana, United States
Date Posted: 09-14-2018
Relocation Assistance is available! 
Help Desk Technical Specialists
Must have Top Secret/SCI clearances to support a Defense Intelligence Agency mission critical assignment that keeps our nation safe and secure. 
In this role you will answer help desk inquires for assigned account(s) and responds to customer inquiries to ensure customer needs are met.  Assists the customer in resolving technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers technical problems as appropriate. Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. Efficiently escalates incidents when required. Documents incident status and solutions in incident database tools. Possesses current working knowledge of computers, printers, laptops and common windows applications. Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability. Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Must have TOP SECRET (TS/SCI) with the ability to obtain a favorable polygraph. AA or equivalent related job experience or customer service experience. Security+ or willingness to pass Security+ test as a condition of  and prior to employment.  We will assist in testing costs upon passing and becoming an employee in cases.) Experience working with company products and operating systems. Experience with solving computer-related problems. DoD 8570 compliance or information assurance certification commensurate with technical objectives. 

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