Associate Help Desk Technician
Company: SOSi
Location: Fort Huachuca
Posted on: January 27, 2023
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Job Description:
SOS International LLC (SOSi), is currently seeking a Associate
Help Desk Technician located at Ft. Huachuca, AZ. The associate
Help Desk Technician reports to the ARC Team Lead. The ideal
candidate will possess experience in inside sales or customer
service.Create, modify and escalate Incidents/Tickets, translating
user requests into logical format for use by analysts in
troubleshooting. Evaluates incident details and assigns criticality
per Incident Prioritization Matrix. Transfers tickets into
appropriate technical queues for remediation. Resolve
Incidents/Tickets in accordance with documented procedures. Perform
Quality Assurance follow-up with customers/end users. Comply with
documented processes and procedures. Coordinate with technical
teams and Operations Bridge Managers to support Situational
Awareness across the RCC-C. Provide reporting as needed. Work with
shift leads to ensure all shift responsibilities are completed.
Maintain a professional demeanor with our military, civilian and
contractor customers. Use problem management database and help desk
systems, if required. Use BMC Remedy for all helpdesk ticket
actions. Follow ITIL best practices to manage tickets and
processes. Utilize SOPs, TTPs, and SmartBooks associated with
current knowledge of relevant technologies as assigned. Participate
in special projects as required. Collaborate with GTMs, Branch
Chiefs, Division Chiefs and RCC-C Leadership.Active in scope SECRET
clearance or the ability to obtain Interim SECRET eligibilityHS +2
years of inside sales or customer service or help desk experience
or AA/AS or BA/BSAn IAT I certification (A+CE, CCNA-Security, CND,
Network+CE, or SSCP) is requiredStrong verbal and written
communication skillsExcellent people and phone skillsAbility to
prioritize and multi-taskExperience with Microsoft Office products
(Word, Excel, Outlook)Type a minimum of 40 wpmWork within a dynamic
environment where requirements shift routinelyMust be able to work
all shifts to include Days (0555-1425), Swings (1355-2225) and Mids
(2155-0625)Must be able to work weekends and holidays, as
requiredSchedule is subject to change in order to fulfill the needs
of the missionITIL Foundations CertificationAttention to detail and
the ability to remain calm under pressure. Fluency in a foreign
language is desirable, but not required.Working conditions are
normal for an office environment.Fast paced, deadline-oriented
environment.May require periods of non-traditional working hours
including consecutive nights or weekends (if applicable)SOSi is an
equal employment opportunity employer and affirmative action
employer.All interested individuals will receive consideration and
will not be discriminated against on the basis of race, color,
religion, sex, national origin, disability, age, sexual
orientation, gender identity, genetic information, or protected
veteran status. SOSi takes affirmative action in support of its
policy to advance diversity and inclusion of individuals who are
minorities, women, protected veterans, and individuals with
disabilities.
Keywords: SOSi, Tucson , Associate Help Desk Technician, Professions , Fort Huachuca, Arizona
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