1887 Help Desk Specialist -NIGHT SHIFT (Journeyman - Secret Clea with Security Clearance

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Job description

US CITIZENSHIP REQUIRED
ACTIVE US DOD SECRET CLEARANCE OR HIGHER REQUIRED THIS IS A NIGHT SHIFT POSITION DESCRIPTION OF POSITION/DUTIES: All Points is seeking Cleared Help Desk Specialists to p rovide phone and desk-side support in a Windows 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, 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. This is a 24x7x365 operations role and requires flexibility to support issues or planned activities after-hours and weekends as needed.
THIS IS A NIGHT SHIFT POSITION Job Responsibilities: Individual is required to have a solid work experience background in customer services, desktop support, and technical support. In addition, he/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 Support Windows 10, Microsoft Office, Outlook, Internet Explorer, Mozilla Fire Fox, and Edge Interface w/ end users to resolve moderate-level problems with systems reported through an Incident Record. Assesses diagnostic information and determine alternatives; may recommend process changes accordingly Diagnose problems, escalate unresolved issues, and provide alternative courses of action. Provide guidance and training to clients on system and products to eliminate recurring errors for larger or multiple systems/products with minimal coordination; recommends changes to procedures/processes; implements 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 systems 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 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 EDUCATION: High school diploma or G.E.D. YEARS OF EXPERIENCE: 2 - 8 Years One or more yrs of technical training in computer field Six or more yrs of technical support experience SKILLS/CERTIFICATIONS: Either CompTIA A+, Network+,or Security+ certifications are desired and required within 6 months of hire. ITIL v4 Foundations Certification (Desired) Strong leadership skills to guide and mentor the work of less experienced personnel Self-starter; able to manage multiple tasks efficiently for on-time delivery Ability to work Night Shift Hours SECURITY CLEARANCE: FULL UNITED STATES CITIZENSHIP REQUIRED ACTIVE AND CURRENT US DoD SECRET CLEARANCE (OR HIGHER) REQUIRED with eligibility for TS and special accesses. Positions with All Points are Full-time, Direct, and we offer a full benefit package. For more information, please visit our Career Portal. ALL POINTS IS AN EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION EMPLOYER

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