Service Desk Analyst/Help Desk Specialist

All jobs are open until filled regardless of original posting date.
Job Type
Security Clearance
Secret Security Clearance

Description

ITIP Job Title:  Service Desk Analyst

DHS Eagle Labor Category:  Help Desk Specialist

Location: Bossier City, LA

Job Functions:

Requirements and Technical Skills:

  • Provide initial      support in responding to general application inquiries, specific questions      concerning TSA systems
  • Log all calls      and offer triage services on first contact
  • Report      incidents and manage problems through resolution
  • Provide warm      hand off transfer capability on unresolved incidents
  • Monitor service      levels
  • Escalate      incidents as needed to ensure prompt resolution
  • Prior help desk experience beneficial; great interpersonal and customer service skills; and willing to work flexible shifts
  • Basic understanding of MS Office 2007/2010 and the ability to troubleshoot Windows XP issues
  • Experience working with Remedy and the ability to troubleshoot and support blackberries/smart phones

 

Education

Certifications:

•N/A


Labor Category Qualifications:

Minimum of a High School Diploma with one year of experience. Equivalent: Associates or higher degree with no experience.

Labor Category Description:

Provides phone and in-person support to users in the areas of email, directories, standard. Windows desktop applications, and applications developed under this contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Requires a Secret Security Clearance
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