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Help Desk / IT User Support

Company Name:
ClearedPath
Minimum Years of Experience: 2-4 Years
Job Description:
The Tier 2 Help Desk candidate will provide telephone, online, and in-person technical customer support to resolve software and hardware issues on PC desktop and laptops in a DoD environment.
Must hold an Active Secret Clearance
Responsibilities:
Handling incoming work orders, emails, and phone calls for a customer base of over 1500.
Installing and troubleshooting a variety of software packages in a Windows environment.
Setting up and troubleshooting various printers, scanners, and other peripherals.
Assisting users with account setup, data backups, and general usage of desktop and laptop PC's.
Computer life-cycle replacements utilizing WIM.
Laptop VPN configuration and support using Cisco products.
Deliver written weekly reports to supervisor.
Working with Helpdesk Ticketing systems, Excel spreadsheets, and various databases.
Maintaining systems to meet or exceed client security requirements.
Requirements Required Experience:
A minimum of 3 years of technical experience in a Windows 7 helpdesk environment and minimum 2 years customer service skills are required.
Possess basic troubleshooting and computer configuration skills within a Windows environment.
Applicant must be familiar with Microsoft Office 2007/2010, Adobe products, McAfee Antivirus and firewall and a wide variety of COTS/GOTS software, and static TCP/IP configurations.
Experience with PKI/CAC, CA UniCenter Service Desk (or other ticketing system) and IAVM process a plus but not mandatory.
Must have a professional friendly attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment!
Must be able to work independently or as part of a team.
Solid communication skills; both verbal and written are must.
Certifications: Security+ and/or any type of Windows Certification

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