Help Desk Specialist

Strategic Operational Solutions, Inc; Orlando (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

A dynamic technology solutions company is seeking a Help Desk Specialist in Orlando, Florida. The role involves providing desktop support and resolution of IT issues for headquarters and field personnel, requiring an active Secret Security Clearance and A+ Certification. The qualified candidate will contribute to crucial projects while maintaining high customer service standards in a fast-paced environment.

Qualifications

• Active DoD Secret Security Clearance is mandatory.
• A+ Certification is required.
• Experience in technical support is preferred.

Responsibilities

• Provide phone and onsite support for headquarters personnel.
• Resolve trouble calls in person, over phone, or through email.
• Maintain documentation of resolutions and knowledge base articles.

Skills

Customer Service

Technical Support

Trouble Ticket Resolution

Remote Desktop Support

Education

A+ Certification

Job description

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for a Help Desk Specialist to join our growing team. We are part of a dynamic and innovative team specializing in advanced technology solutions for both government and commercial sectors. We are seeking a highly skilled and motivated Help Desk Technician with an active Secret Security Clearance to join our team in Orlando, Florida. This is an exciting opportunity to contribute to cutting-edge projects while ensuring the security and efficiency of our systems.

Job Description:

The Specialist 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. The most qualified candidate will provide trouble call resolution in a knowledgeable, friendly, and professional manner.

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.

Education, Experience, and Security Requirements:

• Active DoD Secret Security Clearance is mandatory
• A+ Certification

Must Be Willing to Work Onsite