What are the responsibilities and job description for the Help Desk Specialist position at BEAT LLC?
Job Details
- DoD Secret Clearance Required
- Troubleshoot and solve common network issues using physical and logical diagnostic tools.
- Troubleshoot and solve common Microsoft based platforms (Windows, Microsoft Office Suite, Etc.) and common hardware used throughout FBCH (Dell, Lenovo, and HP).
- Work within and between diverse technical teams knowledgeably and capably to resolve large-scale issues.
- Record required customer and problem information into the ServiceNow Trouble Ticketing System. Updates tickets with appropriate journal entries of activities
- and closes tickets with resolution entered upon completion of the job.
- Handle customer interactions with diplomacy and tact, gauging the customer s technical ability and communicating with them in appropriate technical or non-technical language to resolve the issue.
- Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.
- Work independently on special projects.
- Tie in knowledge and past experiences in solving problems that arise on the job particularly those relating to Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features), Network, LAN, and VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues).
- Participate in rotational On-Call service which provides after-hour support to high-priority tickets.
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