Help Desk Operator

Overview

Akima Systems Engineering (ASE)is seeking a skilled Help Desk Operator to join our team. The ideal candidate will provide expert customer service and technical support to resolve issues, establish accounts, and track trouble tickets. This role requires excellent communication skills, strong analytical and problem-solving abilities, and the ability to analyze data to identify trends and issues.To join our team of outstanding professionals, apply today!

Responsibilities

• Provides expert customer service by interfacing with customers to understand and resolve their issues, maintaining a customer-centric approach to ensure high satisfaction levels.
• Assists customers in establishing new accounts and managing existing ones.
• Ensure all account-related issues are resolved promptly and accurately.
• Manages trouble tickets from initiation to completion, leveraging checklists and system expertise to troubleshoot and resolve issues promptly and effectively.
• Provide analytical products based on trouble ticket reports to identify trends, issues, and utilization rates, proactively analyzing data to pinpoint potential issues and areas for improvement.
• Maintains detailed records of customer interactions, issues resolved, and account changes. Generate reports on common issues and suggest improvements to enhance the customer support process.
• Works closely with the IT and development teams to address recurring issues and implement system improvements.
• Communicates technical information in a clear and concise manner to non-technical users.
  
  

Qualifications

• Secret Clearance.
• Experience in a help desk or technical support role.
• Familiarity with troubleshooting common technical issues and using help desk software.
• Excellent verbal and written communication skills.
• Strong organizational abilities with attention to detail.
• Must be a U.S. Citizen and able to obtain and maintain a U.S. Government Security Clearance.
  
  

Desired Qualifications

• Bachelor's degree or higher in Information Technology, Computer Science, or a related field.
• TS Clearance with SCI Eligibility.
• Relevant certifications such as CompTIA A , ITIL, or Help Desk Institute (HDI) certification.
  
  

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).

Job: Information Technology

Travel: Yes, 25% of the time

Organization: ASE - Akima Systems Engineering

Clearance: SECRET

Work Type: On-Site

Remote: No

ReqID: 2024-12745