Service Desk Specialist

Apex Systems; Fayetteville (NC); On-site; USD 65,000 - 75,000; Full time

Job summary

This innovative firm is seeking a dedicated Service Desk Specialist to join their team. You will be the first point of contact for customers facing hardware, software, and application issues, ensuring a seamless experience. Your role will involve troubleshooting, providing excellent customer service, and documenting solutions effectively. With a focus on Command, Control, Communications, Computers, and Information Management (C4IM), you will play a crucial part in supporting the client's mission. If you have a passion for IT and a knack for problem-solving, this position offers a rewarding opportunity to make a real impact in the tech industry.

Qualifications

• Active TS-SCI Security Clearance and CompTIA Security+ Certification required.
• Experience in IT support and customer service is essential.

Responsibilities

• Provide first contact and incident resolution for hardware and software issues.
• Document incident status and solutions in the incident database.

Skills

Customer Service

Incident Resolution

Computer Troubleshooting

Active Directory

STIGs & IAVA Implementation

Education

High School Diploma or Equivalent

Associate's Degree

Bachelor's Degree

Master's Degree

Tools

Incident Database Tools

Windows Applications

Job description

Title: Service Desk Specialist

Location: Fort Liberty, NC

Must hold active TS-SCI Security Clearance and CompTIA Security+ Certification

Must meet LCAT requirements: (HS equivalent & 9 years OR AS Degree & 7 years, BS & 5 years, MS & 3 years)

Shift: (10:45 pm - 9:15 am) Sun-Wed

Base pay range: $65,000.00/yr - $75,000.00/yr

Project Description:

Seeking Help Desk or IT Support candidates to ensure reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support the client's mission.

Day to Day Responsibilities:

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.
• Provides polite and friendly customer service.
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common Windows applications.
• Works through various types of Tier II issues with telephone assist.
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Possesses comprehensive knowledge of desktop operating systems and applications.

Skills / Experience:

• Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
• Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
• Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting