Yesterday
Secret
Early Career (2+ yrs experience)
$50,000 - $60,000
No Traveling
IT - Support
Radford, VA (On-Site/Office)
Helpdesk Support Specialist Position Requirements:
• Fielding user communication, creating and documenting tickets, troubleshooting, and escalation. This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, and communication to relevant parties on incident progress.
• Completing other non-ticket creation duties as assigned by Service Desk Management.
• Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics.
Incumbent will receive initial 4-6 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request.
Required Skillset:
• Strong written and verbal communication.
• Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred).
• Fielding user communication, creating and documenting tickets, troubleshooting, and escalation. This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, and communication to relevant parties on incident progress.
• Completing other non-ticket creation duties as assigned by Service Desk Management.
• Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics.
Incumbent will receive initial 4-6 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request.
Required Skillset:
• Strong written and verbal communication.
• Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred).
group id: apexsan
