Opening: Tier II Service Desk Technician

Brunswick, GA - Full Time - Posted June 3, 2019


Summary

Creek Technologies is seeking a full time, on-site Service Desk Technician in support of the Federal Law Enforcement Training Center (FLETC) located in Brunswick, Georgia. The Service Desk Technician Tier II assists with more in-depth computing issues or problems, the installation and/or maintenance of IT and computer related equipment, and the monitoring of computer systems and operations, as assigned.

Responsibilities

  • Meet established service level metrics for call response, technical support, and customer service.
  • Input trouble calls into ticket tracking system. Ensure all relevant information is gathered and documented.
  • Resolve trouble calls; in person at the help desk, over phone, through email, and on-site at customer′s office or training venue.
  • Analyze and resolve trouble tickets utilizing tools such as remote desktop.
  • Identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets.
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
  • Verify issue resolution on the customer′s behalf.
  • Interface with infrastructure, database, and development personnel.
  • Actively contribute to ongoing process improvement.
  • Assess and document configuration, user requirements, processes and procedures.

Qualifications

  • HDI certification a plus.
  • CompTIA A+ certification strongly desired.
  • CompTIA Network+ certification strongly desired.

Education

AS in Computer Science, Information Technology strongly preferred. Bachelor′s Degree in a STEM field preferred.

Experience

  • Experience with Service Desk ticketing systems and workflows; familiarity with Avanti′s HEAT enterprise IT Service Desk Management System is a plus.
  • Three or more years of detailed experience in providing end user systems support or related field.
  • Support with end-user devices.
  • Experience with MacOS.

Clearance

Service Desk Technician Tier II position requires US citizenship. Active SECRET Clearance strongly preferred.

Skills and Abilities

  • Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets.
  • Excellent customer service skills with ability to use tact in handling difficult individuals and/or situation.
  • Ability to work well both individually and in a team environment.
  • Ability to actively listen, ask questions, and evaluate IT related issues.
  • Ability to organize and direct hardware installations on site surveys, as required.
  • Ability to coordinate post installation operations and maintenance support.

Salary Range

Commensurate with education and experience.

Anticipated Start Date

Immediately

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