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Galactic Network Integrators

Help Desk Tech

Albuquerque, New Mexico, United States · On-site

Entry level

AFRL PRsISM – Help Desk Tech JOB DESCRIPTION: This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers a…

Skills: Tier 1 Support, Troubleshooting, Ticketing Systems, Customer Service, Windows Operating System

Help Desk Tech

Galactic Network Integrators

Albuquerque, New Mexico, United States • On-site

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Entry level

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  • Full-time
  • professional certificate
  • Posted 9d ago
  • ~40 hrs/week

Responsibilities

Responsible for answering calls, logging tickets, and providing rapid IT troubleshooting and information to customers. The role involves maintaining Tier 1 process documentation and ensuring proper ticket hand-offs for resolution.

Requirements

Requires a Secret clearance and a minimum DoD 8570 IAT-II + CE certification. Candidates should have an IT background and experience with Windows and Outlook, with Remedy experience preferred.

Full job description

AFRL PRsISM – Help Desk Tech
 
JOB DESCRIPTION:
 
This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
 
Experience/Skills
 
· Answer user calls to provide general user support related to their IT equipment or other needs.
 
· Creates, updates and closes out help desk tickets
 
· Works with other Tier 1 Support staff to ensure proper hand-off of tickets for prompt resolution
 
· Maintains required documentation of Tier 1 processes and SOPs
 
· Familiarity with Windows Operating system and Outlook email
 
· Familiarity with creating/updating Remedy tickets is preferred
 
Qualifications/Certifications:
 
Applicant must possess refined critical thinking skills, should be a self-starter, may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable. Prior experience in a government consulting services environment is preferred.
 
Secret clearance is required. Minimum DoD 8570 IAT-II + CE certification required

Related keywords

Help DeskTier 1Service DeskSLARemedyWindowsOutlookDoD 8570IAT-IISecret ClearanceGovernment ConsultingIT SupportSOP

About Galactic Network Integrators

LinkedInVisit site
Industry
IT Services and IT Consulting
Company size
11-50 employees
Headquarters
Albuquerque, NM
LinkedIn followers
57

Offices: P.O. BOX 13134, Albuquerque, NM 87192, US

View all jobs at Galactic Network Integrators

About Galactic Network Integrators

LinkedInVisit site
Industry
IT Services and IT Consulting
Company size
11-50 employees
Headquarters
Albuquerque, NM
LinkedIn followers
57

Offices: P.O. BOX 13134, Albuquerque, NM 87192, US

View all jobs at Galactic Network Integrators

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