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Help Desk Specialist II

Dayton, OH · Information Technology
We are hiring for a Help Desk Specialist to join an existing project team and this role is based at Wright Patterson AFB in Dayton, OH.  The candidate must be able to handle a variety of tasks to support a large-scale, mission-critical data solution. 
 
Responsibilities:
 
  • Provide end user contact point and facilitate effective technical solutions to complex problems.
  • Provide feedback to both short-range and long-range planning activities to enhance system performance and improve efficiency.
  • Ensure issues are routed and resolved accordingly and maintain proper communication with users.
  • Responds to and diagnoses problems through discussion with users.
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • 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.
 
Requirements:
  • Customer support experience in enterprise user service and help desk incident management.
  • Customer support experience/knowledge working with large-scale, data-centric solutions.
  • Demonstrated ability in prioritizing and handing multiple tasks.
Experience:
  • Minimum 4 years of equivalent experience.
  • Secret Clearance Eligible.
  • Bachelor’s Degree in Information Technology, or similar field.
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