Help Desk Technician

Omniscius Consulting; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Omniscius Consulting is seeking a Help Desk Technician to support a DoD customer in Orlando, FL. This role requires an active DoD Secret clearance and involves phone and onsite support for headquarters personnel and phone/remote desktop support for field offices.

You will work with desktop hardware and software, IT services, and applications across Unclassified (NIPRNet) and Classified (SIPRNet) networks, meeting service level metrics and documenting resolutions.

Qualifications

• Active DoD Secret Security Clearance required.
• A+ Certification required.

Responsibilities

• Meet service levels for call response and customer service.
• Log trouble calls in the ticket tracking system with complete details.
• Resolve trouble calls in person, by phone, or via email.
• Analyze and resolve tickets using remote desktop tools.
• Escalate tickets to Tier II/III as per processes.
• Provide follow-up to ensure issue resolution.
• Assign Trusted Agents for issuing alternate tokens to HQ.
• Document call resolutions and maintain knowledge base articles.
• Maintain or create SOPs for common Help Desk processes.

Skills

Phone support

Onsite support

Remote desktop

Troubleshooting

Customer service

Education

A+ Certification

Tools

Ticketing system

Remote support tools

Knowledge Base

Job description

Our client is seeking candidates for a Help Desk Technician to support a DoD customer in Orlando, FL. Qualified candidates must have an active DoD Secret clearance. The Help Desk Technician 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.

Responsibilities:

• Meet established service level metrics for call response, technical support, and customer service
• Input trouble calls into theticket 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.

Requirements:

• Active DoD Secret Security Clearance
• A+ Certification