Help Desk Specialist

Strategic Operational Solutions • Orlando, FL

273d

About The 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.

Requirements

• Active DoD Secret Security Clearance is mandatory
• A+ Certification
• Must Be Willing to Work Onsite

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed