Help Desk Specialist, Senior - White Sands, United States - ESM

Description

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Senior Help Desk Specialist for an exciting opportunity located in White Sands, NM.

Job Description and Responsibilities

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

Required Knowledge, Skills and Abilities (KSA)

• Help Desk / IT Support Experience
• Ability to communicate effectively both orally and in a written form with users and office staff
• Ability to work independently and within a team structure
• Ability to set priorities and organize work to meet deadlines
• Ability to establish and maintain a cooperative working relationship with those contacted during the course of the workday

Desired KSA

• Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situations
• Candidate must communicate effectively with team members, team lead, management, and government customer
• Must have the ability and desire to research and develop creative solutions to unique problems with minimal supervision

Minimum Training, Education, and Certifications

• CompTIA A+ or Security+ certification required at time of hire
• 5+ years professional experience
• HS or related discipline

Minimum Clearance

• Active Secret

Physical Requirements

• Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus. Physical demands associated with this position may include extensive walking (including stairs) throughout offices and between buildings. May require use of personal or Government vehicle to drive to local and/or remote office locations.

Additional Requirements

• Other duties as assigned

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.