Opening: SERVICE DESK TECHNICIAN

Newport, RI - Full Time - Posted January 30, 2020


Summary

Creek Technologies is seeking a full time, on-site Service Desk Technician in support of the Naval War College (NWC) located in Newport, Rhode Island. The Service Desk Technician will provide day-to-day Tier I support to the customers of the Naval War College to include telephonic and in-person assistance for a wide range of IT incidents. This position works to provide first class information technology service and support resources by promoting a positive image of the service support branch, delivering results, and providing management with key performance indicators. The hours of the IRD Service Desk is 0700-1700 Monday through Friday and will need to be manned within those set hours.

Responsibilities

• Opens, transfers, and closes incident tickets to the standards of the department within a timely fashion • Must act as a knowledge expert and functional area support team member to understand customer needs and business processes to provide better service and specialized support

Qualifications

• Operating environment certification and security platform certification relevant to position. • Extensive knowledge of operating systems, application software, network infrastructure, network protocols, and be familiar with best practices as defined by Information Technology Infrastructure Library (ITIL) standards. • Experienced in use of automated tools to track problem resolution and to perform trend analysis to identify issues which affect network and system architectures • Setup, configure, maintain and operate service monitoring databases, and be able to extrapolate trend data in order to provide situational awareness to leadership on trends and emerging problems. • Possess a working knowledge and application of Information Security (IS) and security operational characteristics for a variety of computer platforms, networks, software applications, and Oss • Demonstrated knowledge of operating systems, application software, network infrastructure, network protocols, and be familiar with best practices as defined by Information Technology Infrastructure Library (ITIL) standards. • CompTIA A+ ce OR Network+ ce certification • Microsoft Technology Associate (MTA) Certification OR Apple Certification

Education

Minimum of a Bachelor’s degree required

Experience

Two years’ experience in the support of a large customer base for day-to-day Information Technology operations Must have experience with Windows networks, VDI architecture, IOS, and be able to communicate effectively within an educational environment to customers and peers within the department.

Clearance

Must be able to acquire and maintain a DoD Secret clearance required

Skills and Abilities

• Possess good oral and written communications skills in order to write user functional documentation, business rules documentation, standard operating procedures, and other user and policy documentation • Demonstrated knowledge in the methods and practices for troubleshooting, recovering, adjusting, modifying and improving IT systems. • Must be able to lift PCs, printers, and other hardware devices when required

Salary Range

Commensurate with education and experience

Anticipated Start Date

October 1, 2020

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