L1 Help Desk Support

Help Desk Support Technician

Our team is seeking a qualified help desk support technician to support one of the largest, most collaborative enterprise service desks in the defense space. Under the Army Enterprise Service Desk, the System Support function handles incidents and requests from mission partners anywhere on the globe. You will:

• Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to higher tiers as required.
• Documents all customer interactions within a ticketing system.

Additional skills and qualifications:

• This candidate is required to obtain a Security Clearance and/or have an active Secret Security Clearance.
• Past DOD experience will be a plus.
• Communication, ability to work well with a team will be very important for this position.
• Intellectual curiosity, agents who come in wanting to learn will prosper.
• Transitioning veterans and military spouses have had tremendous success in the organization.

Employee Value Proposition (EVP): Each individual joining this team will play a highly important, ultra-visible part in Army's plans to brainstorm, design, build and implement a standardized, innovative, and agile Information Technology Service Management (ITSM) solution. Candidates can expect a fast paced, evolving environment, focused on innovation and streamlining. This position provides 11 federal holidays, and 40 hours/5 days (sick time to be accrued) sick time. Our client offers a very competitive benefits package including health insurance coverage from the first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. Our client is an Equal Opportunity Employer (EEO). Minorities, Females, Disabled Persons, and Veterans.

Work Environment: Agents supporting the new program will sit onsite in Fort Huachuca, AZ at our client's solutions center. This center is built with collaboration, team mentality, and security in mind. Our team will be providing 24/7 365 support to thousands of end users around the globe. Agents will split this into three main shifts. Early morning, Mid, and evening. Each shift will be 8 hours, and we will do our best to align everyone with a shift that fits their schedule. Equipment - The Govt will issue the following on an as needed basis:

• Configured desktop or laptop computers
• Peripherals to include monitors, mouse devices, docking stations and keyboards
• Phones, and supporting standard office equipment such as copiers, fax machines, etc. at Tier II Government Locations for on-site contractor personnel

Business Drivers/Customer Impact: Providing L1/L2 support for the Army on their SIPR Desk. The Army Enterprise Service Management platform is responsible for servicing thousands of worldwide end users and customers in the defense space. With this new program. If our client does not effectively fill these service desk roles, then key DOD personnel and end users may be at risk of failed missions due to technical malfunctions. Our team will quite literally be responsible for keeping the DOD's technical environment running effectively.