TEKsystems Tier 1 Service Desk Analyst in Huntsville, Alabama
Description: MUST HAVE A TS CLEARANCE WITH SCI ELIGIBILITY
ECS is seeking a TS-cleared Tier 1 Help Desk Support Admin in Huntsville, AL to provide front facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world’s finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber attacks, and major criminal threats.
We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.
Shifts: Seeking flexibility with shifts ranging from First, Second, and Third shift.
Help desk, Support, Help desk support, Troubleshooting, Customer service, Windows 10, Technical support, Phone support, Office 365, Ticketing system, Password reset, Active directory, Windows, O365
Top Skills Details:
Help desk,Support,Help desk support,Troubleshooting,Customer service,Windows 10,Technical support,Phone support,Office 365,Ticketing system,Password reset,Active directory,Windows,O365
Additional Skills & Qualifications:
Provide IT support to all customers
Receive customer IT queries by multiple methods (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on all FBI enclaves
Provide desktop software application assistance and installation
Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
Remotely access the end-users desktop to provide support
Provide customers with status of the ticket and serve as primary support admin through ticket resolution
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible
Provide expert technical support to customers having varying levels of computing skills
Provide detailed diagnostic summary for the next tier level support
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
Interacts with management to facilitate timely problem resolution
Knowledge in the use of and application of metrics to increase efficiency and solve issues
Possesses excellent communication skills
Must have a current Top Secret Clearance with SCI / Poly eligibility
Bachelor's Degree or equivalent experience and/or technical certifications
0-4 years of experience with Call Center/Help Desk Management
Strong interpersonal skills
Advanced understanding of IT Service Management processes
Ability to work in a 24/7 environment
HDI Certification (preferred)
Direct experience with HP Service Manager
Direct experience with Avaya
Experience with Agile project management
Previous experience working on a Help Desk-centric program
Experience with supporting a program with adherence to SLAs
Experience supporting a customer within Government Law Enforcement
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email email@example.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.