Opening: Tier III Service Desk Technician

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


Summary

Creek Technologies is seeking a full time, on-site Service Desk Technician - Tier III in support of the Federal Law Enforcement Training Center (FLETC) located in Brunswick, Georgia. The Service Desk Technician - Tier III resolves difficult/complex trouble tickets. Support may include special analysis and programming, review of the organization′s policies, standards, and modifications to IT services and coordination of IT Services with other internal or external entities.

Responsibilities

  • Meet established service level metrics for call response, technical support, and customer service.
  • Provide assessment of FLETC IT Service Desk organization′s policies, standards and/or support requirements.
  • Resolve trouble calls; in person at the help desk, over phone, through email and on-site at customer′s office or training venue.
  • Prioritize and coordinate daily IT services requirements.
  • Provide surge/temporary support to remote service sites as required.
  • Train on site and remote Service Technicians in the performance of their assigned duties.
  • Actively contribute to ongoing process improvement.
  • Act as backup to the Service Desk Manager.

Qualifications

  • CompTIA A+ certification strongly desired.
  • CompTIA Network+ certification strongly desired.
  • CompTIA Security+ certification strongly desired.

Education

Bachelor′s degree in Information Technology. Computer Science or related degree desired.

Experience

  • Experience training junior Service Desk Technicians with using Service Desk ticketing systems and workflows, familiarity with Avanti′s HEAT enterprise IT Service Desk Management System desired.
  • 5 years or greater of detailed experience in providing end user systems support or related field.
  • Experience with System Center Configuration Manager, Active Directory Group Policy, enterprise encryption and McAfee security suite desired.
  • Experience with MacOS and JAMF suite desired.

Clearance

Service Desk Technician Tier III position requires US citizenship. Active SECRET Clearance highly desirable.

Skills and Abilities

  • Proven leadership in team building and providing superior customer services required.
  • Excellent personal customer service skills with ability tactfully handle difficult individuals and/or situations.
  • Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.
  • Ability to actively listen, ask questions, and analytically assess IT related issues.
  • Skilled in the installation, troubleshooting, deployment, building/upgrading, and imaging of Windows operating systems and other Microsoft software.
  • Ability to troubleshoot workstations in a domain environment, including group policy, encryption and imaging through System Center Configuration Manager.

Anticipated Start Date

Immediately

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