Senior Help Desk Analyst

Modern Technology Solutions Inc • Huntsville, AL

2d • Onsite

About The Position

Key Responsibilities:

Front line position to accept customer incoming support calls and gather information using exploratory questions.
Manage support tickets using a web-based support ticket management system.
Provide frequent statuses to customers while support tickets are prioritized and completed.
Provide excellent customer service throughout IT support process.
Install hardware/software, assist with printing issues, and provide general advanced troubleshooting as required.
Maintain a professional behavior.
Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM’s, setting up desks)
Light scripting and programming tasks and/or systems admin duties as assigned and as opportunities are presented.
Ability to clearly communicate and collaborate within and outside your immediate team

Requirements

• 5+ years of experience preferred
• Active Secret Clerance
• Excellent customer service skills
• Comfortable working 100% on customer site in a classified environment
• Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM’s, setting up desks)
• Strong communication skills – both written and verbal
• Must possess an active Secret security clearance.
• U.S. Citizenship is required for most MTSI positions.

Nice To Haves

• Preferred experience working with DISA DMUC devices
• Experience working with Microsoft Configuration Manager (Formerly SCCM/MECM)
• Experience working with Microsoft Deployment Toolkit preferred
• Experience working with Active Directory, DNS, DHCP, and Group Policy preferred
• Desired to have 12 months or more experience in a DoD environment

Responsibilities

• Accept customer incoming support calls and gather information using exploratory questions.
• Manage support tickets using a web-based support ticket management system.
• Provide frequent statuses to customers while support tickets are prioritized and completed.
• Provide excellent customer service throughout IT support process.
• Install hardware/software, assist with printing issues, and provide general advanced troubleshooting as required.
• Maintain a professional behavior.
• Light scripting and programming tasks and/or systems admin duties as assigned and as opportunities are presented.
• Ability to clearly communicate and collaborate within and outside your immediate team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees