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Helpdesk Specialist - Agent (Email/Fax Support) in Stennis Space Center, Mississippi

Company Name:
General Dynamics Information Technology
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 21,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled
GENERAL SUMMARY: Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
SHIFT FLEXIBILITY REQUIRED - Personnel will be required to support Shifts 1, 2, or 3
PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Answer incoming customer calls and emails: Identifies, researches, and resolves technical support issues.
2. Act as a primary interface to business users for all IT support issues.
3. Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
4. Provide troubleshooting and support.
5. Performs escalation procedures.
6. Properly assigns incident and service request tickets priority using impact and urgency and product categorization classification.
7. Perform password resets on applicable systems.
8. Provides phone and help-desk support for local and off-site users.
9. Collect information from callers and ensure that tickets are promptly and accurately documented in Remedy.
10. Utilize the Remedy Knowledgebase to guide callers through resolution of reported issues.
11. Properly assign tickets not resolved by the Service Desk to the appropriate support organizations.
12. Operate within the Service Desk phone, email and fax AQL''s.
13. Maintains current knowledge of relevant technology as assigned.
14. Participates in special projects as required.
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
CERTIFICATION REQUIREMENTS:
1. ITIL V3 Certification
2. Help Desk Institute (HDI) Customer Service Representative Certification
(ALL Certification due within 6 months of hire date.)
1. 0-1 years of directly related experience supporting help desk or call center operations.
2. Ability to obtain a T1 Public Trust clearance supported by a Limited Background Investigation (LBI).
SKILLS AND ABILITIES:
1. Basic knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
2. Basic knowledge of desktop operating systems and applications. (Windows Environments)
3. Use of Remedy desired.
4. Ability to work 8 hour shift schedule.
5. Strong customer service and communication skills.
WORKING CONDITIONS:
Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.
All offers are contingent until candidates attain an Entry on Duty (EOD) clearance.
WORKING CONDITIONS: Standard shift based business work environment. After hours and weekend work may be required. Flexibility to work on a varied shift rotation is expected. The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment. Must be able to lift and carry at least 30-50 lbs.
This program requires 24X7X365 operational support; therefore, this position is not shift specific and may require rotation of schedule hours. An Offer for this position does not stipulate or guarantee a specific schedule or shift.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
Relocation: No
Security Clearance Level: Entry on Duty (EOD)
Security Clearance Basis: None
Security Clearance Polygraph: None
Job ID Number: 221405
Job Function: Information Technology
Potential for Deployment: No
Location: Stennis Space Center, MS

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