Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

EDUCATION AND EXPERIENCE:

• B.A./B.S. and/or combination work experience in Helpdesk/Service desk Environment
• Education/Years of Experience - 2-4 years
  DAY SHIFT: 100% Full time onsite at Joint Base Andrews, JBA (MD)
  Shift: 0700-1530 or 0800-1630

DESIRED SKILLS

• General understanding of SCCM/MECM/InTune and role in software management
• Knowledge of local user profile support
• Knowledge of Microsoft computer imaging methods
• Mobile Device (e.g. Iphone) support a PLUS ref integration with Office 365 applications
• Active Directory (account administration, group memberships, etc.)
• Desired Certification: HDI Certification

MINIMUM QUALIFICATIONS

• Minimum/General Experience: This position requires a minimum of 2 years’ experience, of which at least three years must be specialized. Specialized experience includes knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards and work on a help desk. General experience includes information systems development and other work in the client/server field, or related fields. Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users. Serves as the Tier 2 point of contact for troubleshooting hardware/software PC and printer problems. Fulfills or restores service within performance requirements.
• Minimum Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution.Education and experience requirements may be substituted with:1.Two years applicable experience may be substituted for a degree
  The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

• Demonstrate excellent direct customer-facing customer service skills
• Demonstrate ability to triage and/or troubleshoot thru Level 2 analysis for incidents
• Demonstrate excellent verbal and written communications
• Demonstrate excellent phone skills
• Demonstrate ability to multi-task and function in a fast-paced environment
• General understanding of DHCP concept
• General understanding ActiveClient
• General understanding of PKI relative to Common Access Card
• Ability to receive and act on requests for service via multiple mediums (phone and self-service)
• Demonstrated conflict management skills
• Ability to work with little to no supervision
• Demonstrate ability to analyze and present data in written and oral manner
• Microsoft Office 365 Application Suite
• Windows 10/11 Configuration, MCP, MCDST, or MCTS cert is a PLUS
• Desktop computing support experience
• Remedy Ticket Tracking System PKI/CAC Provisioning
• Activer Role Services (ARS)/Active Directory
• Knowledge of account management