Senior Help Desk Support Specialist

Ethic Tech • Washington, VA

2d

About The Position

Ethic Tech is seeking a Senior Help Desk Support Specialist to provide support to the Administration and Resource Management Division (ARI) within Headquarters Marine Corps (HQMC). The Help Desk Support Specialist will provide Tier 1 Service Desk Support for all applications supported by HQMC ARI.

Requirements

• High School or equivalent diploma.
• Five (5) years of IT-related experience
• Three (3) years of experience in Service Desk Tier 1 Support
• CompTIA Security+ CE
• Experience with Remedy Helpdesk systems

Nice To Haves

• Experience with SharePoint
• Requests for Services (RFS) application.
• Must have a DoD Final Secret Security Clearance

Responsibilities

• Answering phones and entering initial ticket information.
• Helping to resolve simple issues.
• Providing password resets and account unlocks as needed
• Providing basic troubleshooting and problem resolution for supported applications
• Providing ticket escalation to Tier 2 technical support technicians.
• Tracking and submitting reports and metrics, and trend analysis to support innovations or recommended changes and updates to policies or training.
• Develop a FAQs and Knowledge Base (KB) documenting basic issues, providing guidelines for routine troubleshooting, and assisting in the education of end users.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED