Help Desk lll

The primary duty is to serve as a Help Desk III for the Rapid Capabilities and Critical Technologies Office (RCCTO) providing direct onsite support to the internal DREN Network enclave. The Help Desk II role may be asked to provide support across the RCCTO, essential job functions will include but may not be limited to:

• Front line position to accept customer incoming support calls and gather information using exploratory questions.

• Manage support tickets using a JIRA based support ticket management system.

• Provide frequent statuses to customers while support tickets are prioritized and completed.

• Provide excellent customer service throughout IT support process.

• Reset customer passwords, assist with printing issues, and provide general information as required.

• Maintain a professional behavior.

• Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM's, setting up desks)

• Light scripting and programming tasks and or systems admin duties as assigned and as opportunities are presented.

• Ability to clearly communicate and collaborate within and outside your immediate team

• Supporting imaging deployment of physical and virtual infrastructure

• Work with MS Active Directory to create user accounts and assign group permissions

• 3+ years of experience required
• Excellent customer service skills
• Comfortable working 100% on customer site, in a classified environment
• Can do attitude and willingness to learn
• Strong communication skills - both written and verbal
• Ability to learn quickly and work under pressure in a fast-paced, yet rewarding environment
• Must possess an active Secret security clearance.
• Duties will require unescorted entry and work within classified SAP and SCI facilities. 100% onsite in thecustomer's facilities
• Desired to have 12 months or more of experience in a SAP environment within the last 5 years

#LI-AS1