Help Desk Support Specialist

Sienna Systems Corporation; White Sands (NM); On-site; USD 52,200 - 63,800; Full time

Benefits offered by this job

Health insurance

401(k) plan with 4% employer match

3 weeks PTO

11 paid Federal Holidays

Disability coverage

Life Insurance coverage

Hiring Referral Bonus

Reimbursement for technical training/exams

Job summary

A technology services company is seeking a Helpdesk Specialist to provide technical support at the White Sands Missile Range. The ideal candidate will have 1-5 years of help desk experience and relevant certifications. Responsibilities include managing user accounts, troubleshooting technical issues, and developing solutions. This role requires a Secret DOD clearance and offers a competitive salary along with comprehensive benefits including health insurance, 401(k) matching, and paid time off.

Qualifications

• 1-5 years of Help Desk and/or IT experience.
• Must possess a Secret or Interim Secret DOD security clearance.

Responsibilities

• Providing user management support for account processing.
• Recording, analyzing, and preparing reports on problem resolutions.
• Developing standard operating procedures for recurring problems.
• Supporting end users on a variety of issues.
• Responding to requests for technical support.

Skills

Help Desk Support

Technical Troubleshooting

User Management

Customer Service

Education

CompTIA A+ or CompTIA Security+ certification

Job description

Career Opportunities with Sienna Systems Corporation

A great place to work.

Careers At Sienna Systems Corporation

Current job opportunities are posted here as they become available.

Sienna Systems is seeking a Helpdesk Specialist to join our project supporting the White Sands Missile Range in White Sands, NM. This work will be performed on-site and requires an active DOD Secret clearance.

Summary

This role is responsible for providing technical support to WSMR contractors, military employees, and potentially staff across multiple locations. Working as part of an enterprise application team of approximately 60 members, you will troubleshoot a variety of user issues, manage user accounts, and develop solutions to ongoing technical challenges.

Responsibilities

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical issues
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

Job Requirements

• 1-5 years of Help Desk and/or IT experience
• CompTIA A+ or CompTIA Security+ certification
• Secret or Interim Secret DOD security clearance

Additional Information About Position And Company

• Salary: up to $58,000 annually, based on experience
• Job location: White Sands Missile Range, NM
• Company benefits: BlueCross BlueShield medical/dental/vision insurance, 401(k) plan: 4% employer match with immediate vesting, 3 weeks PTO, 11 paid Federal Holidays, Long- and short-term Disability coverage, Company sponsored Life Insurance coverage, Hiring Referral Bonus, Reimbursement for approved technical training/exams