IT Help Desk Support Specialist

Job Description

WANTED: a mission driven professional with the ability to obtain Secret Clearance, A Certificate and 1-2 years of experience as an IT Help Desk Support Specialist for the federal government to become our next Help Desk Support Specialist in Rome, NY.

As an IT Help Desk Support Specialist you will:

• Receive a competitive compensation and benefits package, to include our Employee Stock Ownership Plan!
• Be part of an empowered culture where you are a key contributor to the success of the company.
• Be part of a team of highly skilled, driven, and supportive professionals.
• Continue growing your skills and knowledge.

A week in the life of an IT Help Desk Support Specialist:

• Use software systems engineering and applications skill sets to execute resolutions for service restoral to include root cause analysis reporting. ;
• Serve as the first level technician (Tier 1) for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in the Remedy ticketing system.
• Follow-up and update customer status and information.

Job Types: Full-time, Contract

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Rome, NY: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)
• Software troubleshooting: 1 year (Preferred)

License/Certification:

• CompTIA A (Required)

Security clearance:

• Secret (Preferred)

Work Location: One location