What are the responsibilities and job description for the Help Desk Specialist position at Strategic Operational Solutions?
Brief Overview of Position:
Strategic Operational Solutions (STOPSO) is seeking candidates for a Help Desk Specialist to join our growing team. We are part of a dynamic and innovative team specializing in advanced technology solutions for both government and commercial sectors. We are seeking a highly skilled and motivated Help Desk Technician with an active Secret Security Clearance to join our team in Orlando, Florida. This is an exciting opportunity to contribute to cutting-edge projects while ensuring the security and efficiency of our systems.
Job Description:
The Specialist 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. The most qualified candidate will provide trouble call resolution in a knowledgeable, friendly, and professional manner.
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.
Education, Experience, and Security Requirements:
- Active DoD Secret Security Clearance is mandatory
- A Certification
Must Be Willing to Work Onsite
