Help Desk 1

Roles/Responsibilities

• 95% of Time - Log, track, and monitor all requests. Fulfill pre-defined and pre-approved services. Log, categorize, and prioritize incidents. Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures. Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.
• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
• Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
• Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
• Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
• Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
• Follow up on cases involving the hardware maintenance vendor.
• General Summary of Duty 2: 5% Perform special duties as assigned.

Mandatory Skills:

1. 2-3+ years of previous Tier 1 IT Helpdesk experience
2. 2-3 + years of previous Service Administration experience
3. 2-3+ years of IT Troubleshooting experience
4. Associate's degree (IT Related)

Desirable Skills:

1. IT Certifications like A+, CISCO Routing, SANS, etc.
2. Previous IT related experience using Motorola
3. Prior military experience in the radio field