1817 - Help Desk Specialist - Onsite - Active Secret Required (B with Security Clearance

Responsibilities

• Provides first-tier software, hardware, and printing technical assistance to computer users
• Answers questions or resolve computer problems for clients in person, email, via telephone, or electronically
• May provide assistance concerning the use of computer hardware, software, and printing
• Responds to and diagnoses problems through discussions with users
• Provides timely support to end users on a variety of issues, to include identifying, researching, resolving, and following up on technical problems
• Serves as focal point for customer concerns
• Documents, tracks, and monitors the technical problems to ensure a timely resolution
• Interact with multiple teams to include system administrators, network technicians, infrastructure technicians, and application engineers to restore service and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems

Requirements

• 5 years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate
• Experience with Remedy/Help Desk Management Systems
• Progressive experience in the management of a technical support team
• Experience developing and providing Service Level Agreements and Help Desk deliverables

Additional Required Certifications

• CompTIA Security+ CE
• Industry Certification AZ-900 - Microsoft Azure Fundamentals

Security Clearance

• Active Secret Security Clearance

Benefits

• Generous PTO/Leave Package
• 11 Paid Federal Holidays
• Medical, Dental, & Vision Plan
• Short-Term & Long-Term Disability
• Life Insurance
• Accidental Death & Dismemberment
• 401K Retirement & Matching
• Profit Sharing Plan
• Free Training & Development Subscription
• Tuition Assistance Program
• Direct Deposit

Culture

Built upon open communications and teamwork principles that keep a talented, tenured workforce in place; consistent quality services; proactive, out-of-the-box thinking, and the highest ethical values.

Compensation

The likely salary range for this position is $66,560 - $85,280 annually. This is not, however, a guarantee of total compensation or salary or any other compensation offered. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

EEO & Affirmative Action

Rollout Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.