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Help Desk Tech at Galactic Network, Integrators, INC

Albuquerque, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Tier 1 Support, Troubleshooting, Ticketing Systems, Customer Service, Windows Operating System, Microsoft Outlook, Remedy, Critical Thinking, Multi-tasking, Written Communication, Verbal Communication

Industry

IT Services and IT Consulting

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

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.