Location
Job Type
Category
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
•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