Role: Enterprise Service Desk Specialist Jr

Location: Boise ID

Mode : Contract

Description –

Need someone with Active Top Secret Security Clearance.  If you do not have active secret clearance, we can sponsor interim secret clearance.

Even if you are from a customer service/phone support background with basic computer skills, please feel free to reach out and apply. 

Shifts include Tues- Sat Sun-thurs Noon-10pm

OT expected. 

Skills- Experience working in cell phones -Specifically Encryption is preferred.

Training available. 

8570 required but resource has up to 60 days of hire to obtain valid certificate. 

Education/Experience:

·         High School Diploma or GED required

·         1 years' customer service and or IT experience.

Summary below is accurate for this job title.

The main function of an Enterprise Service Desk Representative is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

 

Job Responsibilities:

·         Under immediate supervision, conduct operations in support of the Enterprise Service Desk and existing non-local Service Desks, execute scripts, produce tailored reports, conduct audits, conduct Tier 1 analysis for Service Desk escalation, open and close tickets, correlate events and incidents for management of Information Technology Services.

·         Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.

·         Uses automated information systems to analyze routine situations.

·         Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

·         Resolves problems or contacts more senior technical support as necessary.

·         Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

·         Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

·         Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks.

·         May perform basic PC, PBX, and network software programming.

·         Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Skills:

·         Customer service/phone support

·         Experience with hardware, software, and systems support or maintenance, excellent knowledge of Microsoft Operating Systems, applications, and technical tools.

·         Ability to communicate clearly with others, both verbally and in writing, including sharing technical information with non-technical users. Advanced customer service skills. Ability to analyze information and problem-solve.

·         Excellent knowledge of imaging, group policies, and task sequence.

·         Knowledge of telephony technology, cabling, and IT Project Management practices and principles.

·         Must be able to respond in person and address emergent and IT concerns within a reasonable amount of time 24 hours a day.