Senior Help Desk Analyst
Modern Technology Solutions, Inc., Huntsville, AL, United States
Key Responsibilities
Front line position to accept customer incoming support calls and gather information using exploratory questions.
Manage support tickets using a web-based support ticket management system.
Provide frequent statuses to customers while support tickets are prioritized and completed.
Provide excellent customer service throughout IT support process.
Install hardware/software, assist with printing issues, and provide general advanced troubleshooting as required.
Maintain a professional behavior.
Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM's, setting up desks)
Light scripting and programming tasks and/or systems admin duties as assigned and as opportunities are presented.
Ability to clearly communicate and collaborate within and outside your immediate team
Qualifications
5+ years of experience preferred
Active Secret Clearance
Excellent customer service skills
Comfortable working 100% on customer site in a classified environment
Preferred experience working with DISA DMUC devices
Experience working with Microsoft Configuration Manager (Formerly SCCM/MECM)
Experience working with Microsoft Deployment Toolkit preferred
Strong communication skills - both written and verbal
Experience working with Active Directory, DNS, DHCP, and Group Policy preferred
Must possess an active Secret security clearance.
Desired to have 12 months or more experience in a DoD environment
Please Note:
U.S. Citizenship is required for most MTSI positions.
#J-18808-Ljbffr
Front line position to accept customer incoming support calls and gather information using exploratory questions.
Manage support tickets using a web-based support ticket management system.
Provide frequent statuses to customers while support tickets are prioritized and completed.
Provide excellent customer service throughout IT support process.
Install hardware/software, assist with printing issues, and provide general advanced troubleshooting as required.
Maintain a professional behavior.
Knowledge of O365, Office 20xx, Windows Desktop Operating Systems, and basic computer hardware (connecting KVM's, setting up desks)
Light scripting and programming tasks and/or systems admin duties as assigned and as opportunities are presented.
Ability to clearly communicate and collaborate within and outside your immediate team
Qualifications
5+ years of experience preferred
Active Secret Clearance
Excellent customer service skills
Comfortable working 100% on customer site in a classified environment
Preferred experience working with DISA DMUC devices
Experience working with Microsoft Configuration Manager (Formerly SCCM/MECM)
Experience working with Microsoft Deployment Toolkit preferred
Strong communication skills - both written and verbal
Experience working with Active Directory, DNS, DHCP, and Group Policy preferred
Must possess an active Secret security clearance.
Desired to have 12 months or more experience in a DoD environment
Please Note:
U.S. Citizenship is required for most MTSI positions.
#J-18808-Ljbffr