Helpdesk Technician with Security Clearance - Scott Air Force Base, IL, United States - TEKsystems c/o Allegis Group

Description

Duties & Responsibilities:

• Assists customers with IT requests and issues
• Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
• Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
• Create and update ticket records in Remedy or other ITSM tool
• Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
• Route support requests to appropriate teams for resolution
• Coordinate user support with Desktop Support and System Administration staff
• Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc
• Assists Help Desk Manager with data collection for reporting
• All other duties as assigned Qualifications:

Minimum Qualifications:
o Minimum of 1 year of relevant technical experience with each of the following technology skills:  Windows Operating System (Windows 7 and higher)
 Apple OSX desired in addition to Windows
 Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
 Experience using remote desktop troubleshooting and administration tools
 Remedy ticketing system
o Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
o DoD 8570 IAT-II Certification (e.g
Security+ CE, CCNA Security or other approved certification(s))

Preferred Qualifications:
o An Associate's Degree in a computer-science related field is preferred