Help Desk Tech

Galactic Network, Integrators, INC • Albuquerque, NM

1h

About The Position

This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

Requirements

• IT background
• Familiarity with Windows Operating system and Outlook email
• Secret clearance is required
• Minimum DoD 8570 IAT-II + CE certification required
• Refined critical thinking skills
• Self-starter
• Diplomatic
• Multi-task capable
• Adaptive to a dynamic environment
• Dependable and reliable
• Excellent written and verbal communication skills

Nice To Haves

• Familiarity with creating/updating Remedy tickets is preferred
• Prior experience in a government consulting services environment is preferred

Responsibilities

• Answer user calls to provide general user support related to their IT equipment or other needs.
• Creates, updates and closes out help desk tickets
• Works with other Tier 1 Support staff to ensure proper hand-off of tickets for prompt resolution
• Maintains required documentation of Tier 1 processes and SOPs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed