What are the responsibilities and job description for the Help Desk Technician position at Omniscius Consulting?
Our client is seeking candidates for a Help Desk Technician to support a DoD customer in Orlando, FL. Qualified candidates must have an active DoD Secret clearance. The Help Desk Technician shall provide phone and onsite support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet) and Classified (SIPRNet) networks.
Responsibilities:
- Meet established service level metrics for call response, technical support, and customer service
- Input trouble calls into the ticket tracking system. Ensure all relevant information is gathered and documented
- Resolve trouble calls; in person at the help desk, over phone, and/or through email
- Analyze and resolve trouble tickets utilizing tools such as remote desktop
- Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual
- Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
- Assign Trusted Agents (TA’s) responsible for issuing alternate tokens to HQ personnel when required
- Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
- Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
Requirements:
- Active DoD Secret Security Clearance
- A Certification
