Help Desk Specialist – Tier 2

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).  This position provides Tier-2 network and desktop support in response to trouble tickets, where immediate response is required to resolve customer-reported IT related issues. The candidate must be capable of coordinating multiple open issues and interfacing with customers at all levels.

·         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

·         Issue encryption keys, provide password resets, and other laptop encryption services as needed for WinMagic and SecureDoc

·         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 ARS software

Qualifications:

·         Associate’s Degree in IT related field

·         Must have 3 years of experience using the ITIL methodology

·         2 years experience with data management tools including IBM Tivoli End Point Manager (formerly Big Fix), CompuWare Suite, McAfee ePO, Microsoft SCOM, WinMagic SecureDoc, Microsoft Active Directory, Microsoft Exchange and Blackberry Enterprise Server

·         Active Public Trust Security Clearance and/or the ability to obtain/maintain a Public Trust Clearance

·         US Citizen

Desired:

·         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 2 (12-054) in the subject line. All resumes go directly to a recruiter for consideration.