A & T SYSTEMS INC Hiring for Service Desk Tech (Fort Bragg) Job at Fort Bragg, NC Full Time

As a Service Desk Technician, you will interact daily with the customer to ensure productivity, ticket routing and where applicable, provide reliable and quick resolution to ticketed IT issues by calling upon your experience supporting Network, Hardware, Software and various other IT needs.

. Requirements:

• Must possess an active DOD Secret Security Clearance.

General Experience:

• 2-3 years of Help Desk Support / Service Desk experience
• Valid CompTIA Security+ CE certification.
• Current MCSA Windows 10 certification.
• Prior military service or support of military customers
• Good customer service skills.
• Proficiency in Microsoft Operating System platforms, Microsoft Office applications, and other standard operating systems required as approved by the Army and software used by Fort Bragg NEC customers.
• Experience with CAC readers.
• Experience with Remedy/ITSM.

Duties:

• Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner
• Provide customer service functions in performing systems upgrades, system support and problem logging / troubleshooting using the Action Request System (Remedy/ITSM) and NetPlus.
• Receive tickets in the enterprise ticketing system related to network security and connectivity, standard applications and Fort Bragg telecommunication systems; provide intake for service tickets submitted to report problems, ask questions and make service requests.
• Screen incoming tickets for accuracy and completeness, and contact customer via telephone to gather incomplete, erroneous or missing information as required to provide the requested service.
• Review, sort, classify and re-assign tickets to correct support group(s) for action.
• Provide limited troubleshooting support for Army approved applications and telecommunications systems; identify incidents for additional elevation and reporting IAW the Army Enterprise Service Desk (AESD) Standard Operating Procedures (SOP) and the C4IM services list.
• Submit work orders/trouble tickets to the AESD for new installs and changes to existing telephone service.
• Maintain user accounts and process password resets.
• Monitor the status of tickets, notifying support group staff when tickets are not being worked IAW the established time frames.
• Recommend methods to improve NEC operations and Standard Operating Procedures.
• Process all applicable service requests IAW CIO / G6 C4IM services list and other applicable guidance.
• Process and distribute Incident Reports and Commanders Critical Incident Reports and updates IAW SOPs.