Help Desk Technician - Secret

Position Title: Help Desk Technician

Location:Peachtree City, GA

***Must have an active Secret Security Clearance***

Job Description:
The Tier 1/2 Help Desk Technician will provide phone and in-person support to users in the areas of e-mail, directories, and standard Windows desktop applications. The Help Desk Technician will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Responsibilities:
• Enter trouble tickets within trouble ticketing system
• Answer correspondence from users relating to computer problems and work on providing resolution
• Document problems and resolutions worked on in a timely and efficient manner.
• Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution
• Work with rest of Help Desk to keep accurate logs/inventory of all software and hardware
• Assist the rest of IT staff with the further development and administration of the IT Help Desk function
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in customer database
• Organize and maintain file system; files correspondence and other records
• Maintain working knowledge of products and/or services
• Prepares reports and correspondence as needed
• Performs other duties as assigned by supervisor

Knowledge/Skills/Abilities:
• Active Top Secret clearance required
• Experience with trouble ticketing system
• MSCE Certification with some college work in Computer Science or related field preferred
• 4 years of related Help Desk or technical support experience or a combination of college and work experience
• Ability to react to high priority problem calls, and interface with a variety of clients
• Proficiency in MS OS: Win2000, Win XP, Lotus Notes, Enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications, backup tape support for servers, file recovery
• Commitment to excellence and high standards, strong organizational skills; able to manage priorities and workflow; provide documentation and accountability
• Ability to work independently and as a member of various teams and committees
• Ability to understand and follow written and oral instructions, with acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to support and interface with VIP/executive level personnel

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.