Help Desk Specialist – Tier 1 (Junior) (12-099)

Location: Phoenix/Chandler, Arizona Region – Zip code 85244

Security Clearance Eligibility: US Citizenship required - Clearable to Public Trust Security Clearance

The Help Desk Specialist provides technical support to a Service Desk that operates 24 hours per day, 7 days per week, 365 days per year (24x7x365).

·         Responds to and diagnoses problems through discussion with users

·         Ensures a timely process through which problems are controlled which includes problem recognition, research, isolation, resolution, and follow-up steps

·         Identifies, researches, and resolves technical problems

·         Responds to telephone calls, email and personnel and web requests for Hardware, Software, Network, Video Teleconferencing (VTC) and Voice Communications services

·         Monitor progress of tickets within the BMC Remedy System, communicates the status of the tickets to users, and documents the communication in the tickets

·         Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

·         Simulates or recreates user problems to resolve operating difficulties

·         Recommends systems modifications to reduce user problems

·         Maintain knowledge database within the Service Desk software

Qualifications:

·         Associate’s Degree in IT related field

·         Must have 1+ years experience providing help desk support

·         Must have 1+ years of experience using the ITIL methodology

·         Must have 3 years experience with A R System (Remedy ) 7.x

·         Ability to obtain/maintain a Public Trust Clearance

·         US Citizen

Desired:

·         Active Public Trust Clearance

·         ITIL Certification

·         HDI certification or similar

·         A+ and/or Net+ Certification

·         Bachelor’s Degree in IT related field

EES, LLC is an Equal Opportunity Employer and strives for diversity. Careers with EES, LLC. feature excellent growth, very competitive health and welfare benefits, and 401(k) program with a Company match.

Please forward your resume along with salary requirements to  careers@eesllc.net , placing Help Desk Specialist Tier 1 (Junior) (12-099) in the subject line. All resumes go directly to a recruiter for consideration. Candidates only, no agencies.