What are the responsibilities and job description for the Help Desk Support Specialist position at Cimarron Software?
Cimarron is seeking a Help Desk Support Specialist to support the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract at the Redstone Arsenal in Alabama.
Key Duties:
- Collect and analyze data to provide technical resolutions.
- Provide remote troubleshooting support for break/fix issues.
- Provide escalation and status updates to MDA customers.
- Provide technical support for enterprise projects that affect Service Desk workflows.
- Resolve daily battle rhythm tasks.
- Track all work using the Remedy ticketing system.
- Utilize the mature knowledge database to assist customers.
Required Skills, Experience, and Education:
- Due to facility security requirements, only U.S. citizens are eligible for consideration at this time.
- Ability to complete a pre-employment background check and drug screening, which will include but is not limited to testing for marijuana use.
- Ability to obtain a Secret Clearance.
- 2 or more years of experience with help desk ticketing systems, incident troubleshooting and escalation, or remote desktop management tools.
- 2 or more years of experience with ITILv3 or similar service delivery frameworks.
- Experience working in a customer-facing role.
- Experience with the Microsoft Office Suite, including Access.
- Possesses a current DoD 8570 IAT Level II Certification (e.g., CompTIA Security CE).
- High School diploma or equivalent and 4 or more years of experience, Associate degree and 2 or more years of experience, or Bachelor's degree.
Desired Skills, Experience, and Education:
- Experience with Remedy.
- Experience in a desktop support, service desk/help desk, or call center role.
- Possesses an ITIL v3 Foundations certification.
Business Profile:
Cimarron is a global solutions company with a strategic partnering approach to satisfying customer-driven requirements. We ensure customer success with a modern approach and experienced leadership. Driven by an entrepreneurial spirit, Cimarron is fueled by highly skilled employees, developing new innovative technologies, and delivering superior products and services. We believe in recognizing employees' worth by offering competitive salaries and benefits, including health, dental, and vision insurance, 401(k) contributions, educational reimbursement, and much more. From company communication through Company-wide information meetings led by our President and CEO, to an Awards program designed to recognize our amazing employees and their accomplishments, you will not only feel like you are a part of a team, you will be a valued member of the Cimarron family. Cimarron is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.
