18 Apr
Tier 1 Help Desk Specialist
Alaska, Kodiak , 99615 Kodiak USA

Vacancy expired!

About IBSS CorpIBSS is a Woman-Owned, WBENC-certified and MBE/DBE-certified business. Since 1992, IBSS has provided specialized professional, scientific, technical, cybersecurity, IT, and software engineering solutions to the Federal sector. Our clients include the National Oceanic and Atmospheric Administration (NOAA), the Department of Defense (DoD), and the Department of Justice (DOJ). We are committed to serving our clients and employees by delivering service excellence, creating value through technology, and continually improving our skills, services, and processes. Moreover, we maintain an ISO 9001:2015 certification which allows us to optimize current industry best practices to enhance delivery outcomes for our clients. IBSS offers a competitive benefits package including paid vacation, medical, dental, vision and prescription drug coverage with company-paid deductible, matching 401K plan, tuition/training reimbursement, and Flex-Spending (FSA)/Dependent Care Account (DCA) options.

Job Title: Tier 1 Help Desk Specialist

Location: Kodiak, AK

Type: Part-Time per Contract Requirement

Job DescriptionIBSS is looking for a

Part-Time

Tier 1 Help Desk Specialist.

This position will require someone who is able to work independently and within a team setting with the highest priority on working with customers and providing top-tier customer service.

Key Responsibilities:
  • Provide on-site and remote technical service support, installation, configuration and problem resolution on Windows/ Apple / MAC / Mobility and Network environments, including computer peripherals (Printers, Plotter etc).
  • Assist with documenting Standard Operating Procedures (SOPs) for performing repeatable tasks, and User Guides that walk customers through the steps of using and configuring various technologies – example: a document on how to take a screenshot.
  • Provisions and manages multiple systems through executing processes for imaging, repair, and configuration.
  • Contributes to process improvement efforts.
  • Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems, keeping the customer informed of status during the resolution process.
  • Accurately document and report problems using ticket management system by categorizing, prioritizing, and keeping incident status up to date.
  • Perform meeting, webinar, and video teleconference setups.
  • Provide as-needed support for other technical projects, including project task management.
  • Build strong relationships within IT and programs by working across organizational boundaries to resolve customer incidents and requests.
  • Create a positive customer support experience by ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Assist with identifying trends in issue reporting and developing preventative solutions.
  • Maintain awareness and adherence of security measures, policies, methods, and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data.
  • Promote a culture that promotes information security as an integral part of IT architecture and business processes.
  • Experience with Windows 10 migration.
  • Coordinate timely repair of hardware with outside vendors.
  • Other duties and responsibilities as may be assigned by the client task manager and/or program manager.

Required Qualifications:
  • 2+ years of help desk support experience.
  • Maintain an intermediate understanding of user environments including IT hardware repair and OS management (Windows 7/10, SCCM, Ivanti, Dell, etc.)
  • Assist with developing, implementing, and executing procedures for migrating customer workstations from Windows 7 to Windows 10 operating system.
  • Experience with Windows 10 Migration (Windows 9).
  • Ability to successfully pass and obtain a Public Trust Clearance is a requirement for the position.
  • Microsoft Professional Certification preferred.
  • Bachelor’s Degree preferred, but not required.
IBSS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law.

Vacancy expired!


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