Help Desk Support Specialist III

Location: O Fallon, IL
Date Posted: 09-05-2018
Active Secret Clearance or Interim Required
Contract to Hire
1099 or W2

Help Desk Analyst / Systems Administrator

We are looking for a help desk analyst and systems administrator to support users in a critical transportation logistics system for the DoD. To be successful in this role, you should be a creative problem solver who enjoys working in a dynamic and fast paced work environment. Because this role is very visible and has direct integration with customer, you will have the opportunity to make a positive impact on the program, technical services department, and the organization. The Help Desk Analyst will be the public face of IT to internal and external customers to ensure end user experience surpasses expectations, with the understanding that -quality of service- provided strongly influences the customer's overall perception of IT and infrastructure support and response standards are met, managed and maintained.
Key Responsibilities
  • Respond and follow up on technical help tickets submitted via phone, email and ticketing systems
  • Provide IT support troubleshoot on Windows, Solaris, Linux systems, with a variety of other technologies to include WebLogic, Apache Server, Oracle RDMS and toolsets like Remedy and IBM CLM
  • Independently investigate and implement solutions to technical issues 
  • Manage troubleshooting efforts for Level 2 escalations and analyze problems that require Level 3 support
  • Be familiar with ITIL methodologies and how day-to-day work efforts will integrate with service delivery processes.
  • Convert customer interactions (phone, email, remote, in person) into the Help Desk ticketing system
  • Develop a thorough understanding of applicable hardware/software configurations
  • Assist all customers with their questions/problems to the best of their ability, in a professional, timely and courteous manner - where associate is unable to provide a response/closure, it is the associate’s responsibility to escalate and provide a clear and smooth transfer to escalation points with Level 3 Development Support
  • Follow Help Desk procedures and policies
  • Logging, updating, maintaining, harvesting, capturing knowledge and updating documentation of all Help Desk interactions
  • Correctly and appropriately prioritize work requests based upon various inputs and ask for help/guidance where required
  • Bachelor's degree or appropriate vocational or apprenticeship training or prior relevant work experience
  • DoD 8570 IAT Level II compliant certification required (e.g. CompTIA Security+, CCNA-Security, GICSP, GSEC)
  • 0-4 years of experience working in a corporate Help Desk environment, experience in a corporate environment is preferred
  • 0-4 years of experience installing, configuring, and maintaining servers and workstations
  • Demonstrated willingness to learn as they progress in their position and as they are faced with new questions and situations
  • Expected to stay abreast of current news, system information, problems, changes and updates relevant to the DoD user community
  • Demonstrated ability to communicate clearly and concisely, both orally and in writing with expert knowledge of Microsoft Office applications
  • Ability to work both independently and as part of a team
  • Demonstrated problem solving ability and strong documentation skills, and demonstrated organizational skills and the ability to multi-task
  • Able to work midnight shifts with primary hours being 10PM - 7AM, 5 days a week
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