Trace Systems

Help Desk Specialist*

8 months ago
Job ID
2017-1636
# of Openings
2
US-AZ-Sierra Vista

Overview

Trace Systems, headquartered in Vienna, Virginia, was founded in 1999 to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

 

Job Description:  Help Desk Specialist

 

Job Location:  Sierra Vista, AZ

 

Security Clearance:  Secret

 

Job Responsibilities

The Action Request Center (ARC) is the heartbeat of the Regional Cyber Center - CONUS (RCC-C), which provides critical IT support to the United States Army within the Continental United States. The Help Desk Specialist responsibilities include providing situational awareness of network / system outages, prioritization of work in accordance with ITIL best practices, communicating with people from all across the DoD, and assisting users with a variety of network hardware and software related issues.

 

  • Responsibilities include, but are not limited to: Creating, modifying, and escalating Incidents / tickets; translating user requests into a logical format for use by RCC-C technical analysts in troubleshooting
  • Resolving and escalating Incidents / tickets in accordance with documented procedures
  • Performing quality assurance follow-up with customer / end users
  • Comply with documented processes and procedures
  • Working with shift leads to ensure all shift responsibilities are completed
  • Provide reporting as needed
  • Ability to maintain a professional demeanor with our military, civilian, and contractor customers.

 

 

Minimum Qualifications

  • Versatile communication skills

  • Experience in using Microsoft Word, Excel, and Outlook

  • Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via Walk-ins and Emails

  • Applicants must be able to all shifts to include: Day (0555 – 1425), Swing (1355 – 2225), and Midnight (2155 – 0625) if required

  • Applicants must also be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission

  • Must be able to obtain a Secret security clearance.

Education

  • High School +2 years of customer service experience, or AA/AS or BA/BS

Security Clearance

  • Secret

 

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: www.tracesystems.com.      #jointracesystems

 

For any additional questions or to submit any referrals, please contact dclement@tracesystems.com

Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

 

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