Helpdesk Specialist with Security Clearance - Colorado Springs, United States - Mission Services LLC (MSI)

Description

As a IT Specialist at, you will be responsible for providing timely technical support and assistance to end-users, ensuring their technology-related issues are resolved efficiently.

You will play a key role in maintaining the productivity and satisfaction of our user community.

Responsibilities:

End-User Support:
Respond to and resolve technical inquiries, problems, and requests from end-users via phone, email, or in-person.
Provide excellent customer service, troubleshooting hardware, software, and network issues.

Ticket Management:
Experience with BMC Remedy Ticket Management system.
Utilize a ticketing system to log, prioritize, and track support requests.
Ensure that tickets are resolved within established service level agreements (SLAs).

Technical Troubleshooting:
Diagnose and troubleshoot hardware and software issues on desktops, laptops, mobile devices, and peripherals.
Provide guidance to users on resolving common IT problems.

User Training:
Assist in developing and delivering training materials to help end-users become more self-sufficient with IT-related tasks.
Educate users on best practices for data security and compliance.

Documentation:
Maintain accurate records of support requests, resolutions, and user interactions.
Contribute to the knowledge base by documenting solutions and common issues.

Hardware and Software Setup:
Assist with the setup, installation, and configuration of hardware and software.
Ensure that new equipment is ready for deployment to end-users.

Security Awareness:
Promote and enforce IT security policies and procedures.
Educate end-users on security best practices and the risks of potential threats.

Collaboration:
Collaborate with other IT teams for problem resolution and escalations.
Communicate with vendors and service providers for warranty support and equipment replacements.

Qualifications:
Strong technical knowledge of common hardware, software, and operating systems.
Excellent communication and customer service skills.
Troubleshooting and problem-solving abilities.
Familiarity with help desk ticketing systems and remote support tools.
IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
Ability to work independently and as part of a team.
Willingness to learn and adapt to new technologies and processes.

Education/Experience:
At least 5 years of proven Help Desk Specialist experience.

Security Clearance:
Active US Government Secret

Certifications:
Verifiable CompTIA Security + certification

Duty Location:
Colorado Springs, Colorado