What are the responsibilities and job description for the Help Desk Support Specialist position at Modern Technology Solutions, Inc.?
Overview
At Modern Technology Solutions, Inc. (MTSI), we are seeking a Help Desk III to join our Rapid Capabilities and Critical Technologies Office (RCCTO) team. As a key member of our IT support team, you will provide direct onsite support to the internal DREN Network enclave.
The primary duty of this role is to serve as the first point of contact for customers, providing technical assistance and resolving issues in a timely manner. You will be responsible for managing support tickets using a JIRA based support ticket management system, providing frequent updates to customers, and offering excellent customer service throughout the IT support process.
This position requires a strong background in computer hardware and software, with knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware. Additionally, you should have experience with light scripting and programming tasks, systems admin duties, and imaging deployment of physical and virtual infrastructure.
We are looking for an individual who can work effectively in a fast-paced environment, communicate clearly and collaboratively, and possess a 'can-do' attitude with a willingness to learn.
Responsibilities
- Provide technical assistance and resolve customer issues
- Manage support tickets using a JIRA based support ticket management system
- Offer frequent updates to customers
- Provide excellent customer service throughout the IT support process
Requirements
- 3 years of experience in a similar role
- Excellent customer service skills
- Comfortable working in a classified environment
- Strong communication skills, both written and verbal
- Ability to learn quickly and work under pressure
- Must possess an active Secret security clearance
