Provide Tier II help desk support for timely resolution of reported problems. Support user-environment of approximately 50,000 through remote access. Troubleshoot workstations/ laptops/ tablets/ Apple & Android mobile phones. Document & manage several queues at a time in Remedy ticketing system. Manage hardware inventory for Federal Parts Depot/Warehouse. Provide physical parts’ delivery including items up to 125lbs. Ship and track customer orders.
CLEARANCE/BACKGROUND: Public Trust TRAVEL: n/a
YOU... Are customer-oriented and like technology challenges. Have an understanding of Quality Assurance processes. Have strong verbal/ written communication skills. Employ friendly interpersonal skills while working efficiently.
YOUR KNOWLEDGE BASE INCLUDES Quality Assurance and service desk experience. Experience with MS Windows Server 2012 & commercial SW (i.e. Adobe). Good grasp of Virtual Services and Dell & Client standalone hardware. Proficiency in MS Office 365 and Exchange 2010. Working knowledge of Windows 7 & multiple technical HW platforms. Knowledge of iPhones, iPads and Androids.
WE REQUIRE High school diploma and 4+ years relevant experience. Service desk/ticketing system experience. Must be able to lift 125lbs. Information Technology Infrastructure Library (ITIL) Certification within 90 days of start date.
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Matching 401k vested from day one.
Choice of Health Insurance Plans and an employee assistance program.
Company sponsored technical and management certifications.
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