LJT & Associates, Inc

Help Desk Customer Support Professional II - DISA Ogden

US-UT-Ogden
Job ID
2017-2185
Category
Information Technology - Help Desk
Security Clearance Required
Secret/IT II

Overview

LJT & Associates,Inc. provides a wide range of engineering and other support services to the U.S. Government and International customers. We are a diversified information technology services company with expertise in the analysis, design, development and implementation of a variety of software and hardware integration solutions. Support includes customers such as the Defense Information Systems Agency (DISA).

Role:

Service Desk technicians must have experience answering customer calls in such a manner as to determine the nature of the incident and provide on-the-spot work around or escalate to the next level of support via Remedy or other incident reporting systems; document each call, and maintain visibility of all referred calls; and verify with the customer that the incident has been resolved. 

 

LJT provides a very competitive benefits package. Health coverage begins on first day of employment!

Duties & Responsibilities

Duties and Responsibilities

  • Assigned to Day-shift
  • Acts as the first point of contact for DISA
    customers via multiple contact channels (phone, e-mail, web submitted incident tickets, FAX, walk-ins, etc.)
  • Coordinates incident
    resolution with Mid and Senior Level CSPs as required
  • Electronic Business application support
  • Refers tickets to Technical Support teams as required
  • Opens/closes incident tickets, Quickets, or tasks for all initial calls or notifications
  • Maintains incident ticket updates
  • Calls back on incident tickets to update customer on status changes
  • Contacts customer and closes “fixed” tickets
  • Coordinates ticket status information with the service Desk team members as necessary
  • Opens/handles hardware tickets and DISA Form 7
  • Basic console functions such as password resets, recycles software, cancels jobs/user sessions as requested, starts/stops initiators as requested
  • Basic understanding of batch processing products.
  • Utilize batch processing tools to monitor and maintain daily customer schedules.
  • Basic routine monitoring computer operator functions such as:
  • Checks connectivity following routine documented procedures
  • Checks major applications status periodically following routine documented procedures
  • Checks system status periodically following routine documented procedures
  • DNS and IP address checks
  • Miscellaneous routine functions such as:  Updates Service Desk documentation; Builddraft Knowledge Management (KM) cases; Interacts with hardware technicians (provide escort);

 #CB

Qualifications

Qualifications:

    • DOD clearance is required
    • A minimum of one (1) to three (3) years' experience, of which at least one year must be specialized experience in service desk support
    • Help desk 2000 or HDI certified help desk professional certification required
    • CompTIA Security+ certification is recommend
    • 24x7 coverage may be required

 

Other Knowledge Skills & Abilities

General experience includes End-user customer support via phone and email. High volume of customer calls and ticket requests.

•Experience with BMC Remedy is preferred
•Possesses broad knowledge and experience with system technologies to include networking concepts, hardware, and software.
•Determines system and network and application performance capabilities.
•Able to learn End-user application and navigation to assist with problem resolution.

LJT is an Equal Opportunity Employer
EOE/M/F/V/D

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