Job Summary
- Company
- Catapult Technology Ltd
- Location
- Beltsville, MD
- Industries
- Computer Hardware
- Computer Software
- Computer/IT Services
- Job Type
- Full Time
- Employee
- Job Reference Code
- 10927
Help Desk Specialist IV - *Secret Clearance* VanG
About the Job
Title: Help Desk Specialist IV
Location: Beltsville, MD
***Must have an active Secret Clearance***
Job Description:
The Tier 1 Help Desk Technician will provide phone and in-person support to users in the areas of e-mail, directories, and standard Windows desktop applications. The Help Desk Technician will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
Responsibilities:
• Enter trouble tickets within trouble ticketing system
• Answer correspondence from users relating to computer problems and work on providing resolution
• Document problems and resolutions worked on in a timely and efficient manner
• Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution
• Work with team of Help Desk staff to keep accurate logs/inventory of all software and hardware
• Assist IT staff with further development and administration of the IT Help Desk function
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in customer database
• Organize and maintain file system; file correspondence and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence as needed
• Perform other duties as assigned by supervisor
Knowledge/Skills/Abilities:
• Active Secret clearance required
• Experience with trouble ticketing system
• MSCE Certification preferred
• 2 years of related Help Desk or technical support experience or a combination of college and work experience
• Ability to react to high priority problem calls, and interface with a variety of clients
• Proficiency in MS OS: Win2000, Win XP, Lotus Notes, Enterprise tools for OS deployment, software distribution, client setups for Applications, file recovery
• Experience with Microsoft Office Suite 2003 and 2007
• SMS or remote desktop experience
• Commitment to excellence and high standards; possess strong organizational skills; able to manage priorities and workflow; provide documentation and demonstrate accountability
• Ability to work independently and as a member of various teams and committees
• Ability to understand and follow written and oral instructions, with acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to support and interface with VIP/executive level personnel
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Location: Beltsville, MD
***Must have an active Secret Clearance***
Job Description:
The Tier 1 Help Desk Technician will provide phone and in-person support to users in the areas of e-mail, directories, and standard Windows desktop applications. The Help Desk Technician will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
Responsibilities:
• Enter trouble tickets within trouble ticketing system
• Answer correspondence from users relating to computer problems and work on providing resolution
• Document problems and resolutions worked on in a timely and efficient manner
• Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution
• Work with team of Help Desk staff to keep accurate logs/inventory of all software and hardware
• Assist IT staff with further development and administration of the IT Help Desk function
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in customer database
• Organize and maintain file system; file correspondence and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence as needed
• Perform other duties as assigned by supervisor
Knowledge/Skills/Abilities:
• Active Secret clearance required
• Experience with trouble ticketing system
• MSCE Certification preferred
• 2 years of related Help Desk or technical support experience or a combination of college and work experience
• Ability to react to high priority problem calls, and interface with a variety of clients
• Proficiency in MS OS: Win2000, Win XP, Lotus Notes, Enterprise tools for OS deployment, software distribution, client setups for Applications, file recovery
• Experience with Microsoft Office Suite 2003 and 2007
• SMS or remote desktop experience
• Commitment to excellence and high standards; possess strong organizational skills; able to manage priorities and workflow; provide documentation and demonstrate accountability
• Ability to work independently and as a member of various teams and committees
• Ability to understand and follow written and oral instructions, with acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to support and interface with VIP/executive level personnel
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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Contact Information
Catapult Technology Ltd
