Service Desk Support Specialist

Yoh has a contract opportunity for a SERVICE DESK SUPPORT SPECIALIST to join our client in Jacksonville, North Carolina.

POSSESSION OF OR THE ABILITY TO OBTAIN A SECRET SECURITY CLEARANCE IS REQUIRED AS A CONDITION FOR EMPLOYMENT.

JOB RESPONSIBILITIES:

- Provide remote support of systems one or more user systems (desktops, laptops, printers, peripherals, and handhelds).
- Provide basic support of systems including, break-fix, installation, move, add, change (MAC), and preventative maintenance activities
- Identify known issues and apply appropriate resolutions or escalate to a higher tier group for resolution.
- Follow government procedural guidelines, and respond to and resolve inquiries and concerns.
- Assist technical leads to research problems.
- Escalate unresolved problems to expedite resolution.
- Activate and unlock user accounts.
- Handle incoming customer calls
- Gather information about the customer's problem
- Create a ticket for all customer inquiries
- Perform troubleshooting and problem resolution
- Communicate resolution to customer
- Perform problem resolution follow-up
- Provide first-level and second level user administration support
- Active Directory user administration tools, network drive mappings, printer mappings
- Navy Legacy applications
- Provide first-level and second level application software support
- Windows applications
- MS Office
- Outlook
- Provide first-level and second level network support
- General network troubleshooting
- Remote Access Services via VPN or Dial Up
- Provide first-level and second level general troubleshooting
- PC hardware
- Printers
- PDA such as Palms and Blackberry
- Provide status to pending trouble tickets in a timely fashion, per policy
- Review all open tickets on a regular basis and follow up
- Document and communicate steps taken in troubleshooting process
- Provide accurate information and documentation in the ticket
- Close all tickets when problem resolved satisfactorily
- Provide customer with ticket information and ticket number
- Provide customer with ticket status when requested
- Follow-up with customer when tickets are resolved in order to close ticket
- Maintain and improve knowledge of Service Desk procedures and tools

Job Qualifications:
- All new contractors must have Security+ Certification at start.
- Contractors must be able to obtain Security Clearance.

DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: CON_W2

J2W: INFOTECH

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YFS/Aviation: IT & Telecom