What are the responsibilities and job description for the Tier I Help Desk Support Technician (Senior) position at Dynamic Solutions Technology LLC?
Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Help Desk Specialist (Intermediate) to support DoD customer based at White Sands Missile Range, NM.
---------- ACTIVE SECRET CLEARANCE REQUIRED ---------
Responsibilities:
- Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
- Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
- Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
- Ensures the timely process through which problems are controlled.
- Problem recognition, research, isolation, resolution, and follow-up steps.
- Supports end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.
Qualifications Requirements:
- Active Secret security clearance required
- Minimum High School Diploma, or related discipline
- CompTIA Security (CE) Certificate and or CompTIA A
- Direct relative experience of 3-5 years
Experience and Skills:
- Excellent oral and written skills
- Excellent critical thinking skills
- Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook
- Ability to work independently and as a team member
