*****THIS POSITION IS CONTINGENT UPON AWARDING OF A GOVERNMENT CONTRACT*****
The purpose of this task is to support Action Request Center team, which provides cutting edge services focused on RCC-C. Be part of a diverse team of men and women who solve the most challenging problems today. The Action Request Center (ARC) is the heartbeat of the Regional Cyber Center - CONUS (RCC-C), which provides critical IT support to the United States Army within the Continental United States. The Help Desk Specialist responsibilities include providing situational awareness of network / system outages, prioritization of work in accordance with ITIL best practices, communicating with people from all across the DoD, and assisting users with a variety of network hardware and software related issues.
* Responsibilities include, but are not limited to: Creating, modifying, and escalating Incidents / tickets; translating user requests into a logical format for use by RCC-C technical analysts in troubleshooting * Resolving and escalating Incidents / tickets in accordance with documented procedures * Performing quality assurance follow-up with customer / end users * Comply with documented processes and procedures * Working with shift leads to ensure all shift responsibilities are completed * Provide reporting as needed * Ability to maintain a professional demeanor with our military, civilian, and contractor customers.
* High School +2 years of customer service experience, or AA/AS or BA/BS * Must be able to work in a dynamic environment with constant changes * Versatile communication skills * Keyboarding skills of at least 40 WPM * Experience in using Microsoft Word, Excel, and Outlook * Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via Walk-ins and Emails * Applicants must be able to all shifts to include: Day (0555 - 1425), Swing (1355 - 2225), and Midnight (2155 - 0625) if required. * Applicants must also be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission
About the company:
As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Guiding Principles o Satisfy the customer - "Exceed expectations" o Set the Example - "Be out front" o Be Responsive - "Timing is everything" o Persevere - "Find a way"
PTP offers a comprehensive benefits program:
o Medical insurance o Dental insurance o Vision insurance o Supplemental benefits (Short Term Disability, Cancer & Accident). o Employer-sponsored Basic Life & AD&D Insurance o Employer-sponsored Long Term Disability o 401(k)
Holidays and Annual Leave o 10 Paid Holidays o 120 hours PTO accrual