What are the responsibilities and job description for the Help Desk Analyst with Security Clearance position at Information Management Group?
IMG is looking for a Cleared Help Desk Analyst to support a new project in Schenectady, NY. This individual must have an active DOE Q clearance or an active DOD Top Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors. Help Desk Analyst duties and responsibilities include :
Improve IT customer service and Incident Resolution speed through expanded service hours, self-service abilities, and skilled Help Desk staff in the areas of industry-standard IT products.
Improve efficiency and effectiveness by adopting Supplier-leveraged knowledge databases and best practices in the areas of customer reporting, logging, tracking, resolving of IT Incidents and Service Requests.
Improve efficiency and effectiveness by early identification and addressing of root causes of technical incidents, including working with specialized entities for resolution.
Have the ability to acquire skilled Help Desk support for new technologies early in their life cycle,
while maintaining support for older technologies. Help Desk Analysts will be required to perform the following non-inclusive list of tasks :
Perform work in accordance with all applicable FMP Standard Operating Procedures (SOPs), High Risk Procedures (HRPs) and corporate standard policies and procedures.
Triage tickets via two (2) communication channels : telephone, web, and walk-ins. FMP’s current Help Desk provides phone support and support through tickets submitted by personnel via the web. Triage and basic troubleshooting / resolution.
Maintain ticketing system knowledgebase through flagging incorrect articles and making minor edits or revisions, as well as suggesting new articles and deleting outdated articles. Candidates must have the following combination of knowledge and skill to be considered :
Must have an active DOE Q clearance or an active DOD Top Secret
Previous IT help desk / call center experience, with basic understanding of the MS Office software suite, computer equipment (i.e. monitors, printers, scanners, CPU, network connections), and core client system software in a predominately Windows-based environment, coupled with one of the following :
High School diploma or equivalent and a minimum of seven (7) years of relevant experience; or Associate degree in related field from an accredited college or university and a minimum of five (5) years of relevant experience; or Bachelor degree in a related field from an accredited college or university and a minimum of one (1) year of relevant experience.
Demonstrated record of providing strong customer service skills.
Demonstrated ability to articulate technical solutions and concepts through verbal and written
communications in a clear and concise manner.
Demonstrated multi-tasking and prioritization abilities. Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for more than 35 years. Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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