• Help Desk Technician

    Job Locations US-CO-Colorado Springs
    Job ID
    2018-1980
    Category
    Information Technology
    Clearance Level
    Secret
  • Overview

    RGS, a USFalcon Company is seeking a Service Desk Technician to work in the Colorado Springs, CO area.

    Responsibilities

    • Provide ITIL based Service Desk support to DoD users
    • Follow existing policy and process to ensure user receives quality service resolution on the first call
    • Support Request Fulfillment by supporting the installation of standard requests, both on-site and remotely
    • Schedules installations and upgrades, including maintenance in accordance with established IT policies and procedures
    • Develops and promotes standard operating procedures
    • Ensure proper security practices are in accordance with established IT policies and procedures
    • 3-month shift rotations
    • Additional duties as assigned

    Qualifications

    Required:

    • Associate’s Degree from an accredited institution - Three (3) to five (5) years’ of operational IT experience - Must have DOD 8570: Security+ w/ CE and Windows 10 Desktop or Windows Server 2016 certification
    • Must have operational hardware/software experience with multi-vendor laptops and workstations, HP Printers and common workstation peripherals

     

    Desired:

    • Proficiency with Microsoft Office applications (e.g., Word, PowerPoint, Excel, Project, Access, and Outlook)
    • ITILv3 Foundations is desired (or be able to obtain within 30 days of hire)
    • Bachelor’s Degree from an accredited institution is preferred
    • Commitment to maintaining the highest standard of customer service with outstanding written and oral communication
    • Ability to conduct quality customer follow-up on open Incidents and Service Requests, perform software installations and upgrades
    • Ability to show initiative and act independently to resolve problems, manage multiple priorities and follow through on projects/tasks to completion
    • Ability to effectively communicate by phone or in person and handle difficult situations and customers

     

    Clearance:  Secret

     

    Travel:  CONUS travel may be required

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