REQUIRED QUALIFICATIONS:

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Two (2)+ years’ experience in an enterprise call center, help desk, service desk, and/or desktop support operations
• Experience configuring, installing, troubleshooting, and maintaining MS Windows/Apple operating systems in a large network environment
• Problem Management and Critical Thinking skills (Resource Allocation and Application)
• Acclimate/Accommodate within changing IT Environments
• Active listening skills and effective communication skills
• This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain.

• All aspects of both Remote and Deskside computer support
• Owning, tracking and resolving Information Technology (IT) incidents and requests
• Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
• Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
• On Call Support