HELP DESK SPECIALIST III JOB DESCRIPTION ****Notice**** This position does not represent a current opening and is posted for the purpose of collecting multiple resumes across various skill levels for a pending contract. GBSI may consider candidates who express an interest in this position for future job openings. Please submit your resume with your online application when applying for this position. Applications without an attached resume will be disqualified. Please indicate, at the top of your resume, which level of experience you feel you are qualified. Role and Responsibilities The primary responsibility of the Help Desk Specialist will be to answer customer inquiries and resolve complaints related to computing or networking. Receiving customer problems via email or telephone, troubleshooting the problem and resolving the issue in a timely manner is vital for the Help Desk Specialist. The Help Desk Specialist is typically expected to know how to research resolutions to uncommon customer issues and to fix the problem in a reasonable amount of time that is satisfactory to the customer. Primary Objectives of the Help Desk Specialist Responds to and diagnoses problems through discussions with users; Ensures a timely process through which problems are controlled and includes but is not limited to: Problem recognition; Research; Isolation; Resolution; Follow-up. Provides support to end users on a variety of issues; Identifies, researches, and solves minor to complex technical problems; Promptly 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; Interacts with network services, software systems engineers, and/or applications development to restore service and/or identifies and corrects the problem; Simulates or recreates user problems to resolve operating difficulties; Recommends systems modifications to reduce user problems. Entry Level The Entry Level Help Desk Specialist applies fundamental concepts, processes, practices, and procedures on technical assignments. The Entry Level Help Desk Specialist performs work that requires some practical experience and training. Work is performed under supervision. Journeyman The Journeyman Help Desk Specialist possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring original and innovative thought to determine the best course of action to accomplish tasks. The Journeyman Help Desk Specialist operates with considerable latitude in developing methodologies and presenting solutions to problems. Senior The Senior Help Desk Specialist possesses and applies wide-ranging knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. The Senior Help Desk Specialist will also function as a technical expert across multiple project assignments. This position may supervise others. QUALIFICATIONS Qualifications and Education Requirements Entry Level Associates Degree in an Information Technology related field with zero (0) to two (2) years of experience, or; One (1) to three (3) years of experience without a degree; Must possess one (1) or more of the following certifications: CompTIA A+ CE; CompTIA Network+ CE; SSCP – Systems Security Certified Practitioner. Must be a U.S. citizen; Must possess an active TS/SCI clearance. Journeyman Associates Degree in an Information Technology related field with three (3) to five (5) years of experience, or; Five (5) to seven (7) years of experience without a degree; Must possess one (1) or more of the following certifications: GSEC - GIAC Security Essentials; CompTIA Security+ CE; SSCP – Systems Security Certified Practitioner; Must be a U.S. citizen; Must possess an active TS/SCI clearance. Senior Bachelors Degree in an Information Technology related field with seven (7) to ten (10) years of experience, or; Ten (10) or more years of experience without a degree; Must possess one (1) or more of the following IAT Level II certifications: GSEC – GIAC Security Essentials; CompTIA Security+ CE; SSCP – Systems Security Certified Practitioner. Must possess one (1) or more of the following IAM Level II certifications: GSLC - GIAC Security Leadership Certification; CAP – Certified Authorization Professional; CISM – Certified Information Security Manager; CISSP or Associate – Certified Information Systems Security Professional; CASP – CompTIA Advanced Security Professional. Must be a U.S. citizen; Must possess an active TS/SCI clearance. https://smartrecruiters/GlobalBusinessSolutionsInc/77992230-help-desk-specialist
Posted on: Thu, 24 Jul 2014 11:53:01 +0000
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