Job Title: Help Desk Specialist
Work Location: USSTRATCOM Offutt AFB
Clearance: Minimum of active/current Secret with the ability to obtain/maintain a TS+
Please note that you must be a US citizen to apply to this posting
Education: Bachelor's degree in a related discipline or a minimum of 3-6 years relevant industry experience
Experience: 5+ years
Certification: Either a current CompTIA A+, Network+ or Security+ certification is desired but will be required within 6 months of the date of hire. * ITIL v3 Foundations Certification Schedule: This is a 24x7x365 Operations role and requires flexibility to support issues or planned activities after-hours and weekends as needed. Travel: Occasional
Salary: Commensurate with experience
Job Listing Number: NE21043
LCAT: Help Desk Specialist Journeyman
Job Description: Provide phone and desk-side support in a Windows 7/10 environment. Troubleshoot operating system, application and hardware issues, and install software and drivers. Provide Commercial-off-the-Shelf (COTS) applications support to include Internet Explorer, MS Outlook, MS Office, Adobe Reader, IBM Lotus Viewer, Sametime, Java, and PKI technologies. Track support provided for customer applications and hardware using BMC Remedy ticketing system. Hardware includes, but is not limited to, desktops, laptops and tablet PC platforms as well as networked and standalone printers/copier/fax machines and smartphones.
Essential Job Functions: Individual is required to have a proven solid work experience background in customer services, desktop support, and management of technical support teams based on a commensurate level of current support environment. In addition, he or she must possess a demonstrated capability for oral and written communications with all levels of management.
Candidate must be able to perform the following tasks: * Remotely support customers over the phone, via remote control software and in person * Supporting Windows 7/10, Microsoft Office, Defense Enterprise E-mail, Outlook, Internet Explorer, and Mozilla Fire Fox * Interface with end users to resolve moderately complex problems concerning system functions reported through an Incident Record. * Assesses diagnostic information and determine alternatives; may recommend process changes accordingly * Diagnose problems, and escalate unresolved issues and may provide alternative courses of action. * Provide guidance and training to client population on system and products to eliminate recurring errors for larger or multiple systems/products with minimal coordination; recommends changes to procedures and processes; implements as approved. * Support documentation maintenance; update information and changes as directed * Work with less-experienced technical and non-technical personnel on both routine and complex incidents * Perform system monitoring and analysis, troubleshooting system hardware, software, and operating system issues * Ensure correct configuration, use, and maintenance of our windows desktop systems * Research and recommend automated approaches for system administration tasks where possible * Create and Maintain SOPs and train junior staff as necessary * Provide 24X7 support * Self-starter; able to manage multiple tasks efficiently for on-time delivery * Work ticket queues and document resolutions completely and accurately * Install, troubleshoot and deliver applications to end users using current deployment tools * Work with applications to formulate, troubleshoot and document application installations and issues * Analyze alerts and take appropriate actions during troubleshooting
Experience/Educational Requirements: * High school diploma or G.E.D. * One or more years of technical training in computer field * Six or more years of technical support experience * Experience working with solving computer-related technical problems * Experience working with the company escalation policy as well as company and client documentation
Desired Certifications: * Either CompTIA A+, Network+ or Security+ certifications are desired but will be required within 6 months of the date of hire. * ITIL v3 Foundations Certification
Additional Requirements: * Good interpersonal skills to interact with clients and team members * Must have excellent customer service skills * Strong leadership skills to guide and mentor the work of less experienced personnel
To apply to this position please go to www.s4inc.com and click on Careers to complete and an employment application and to upload your resume.
S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off. We are an Equal Opportunity Employer including Veterans/Disabled. S4 participates in the E-Verify employment verification program. Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times
If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation@s4inc.com.