Job Information
TEKsystems Help Desk Technician in Scott AFB, Illinois
Description:
MUST HAVE AN ACTIVE SECRET CLEARANCE AND COMPTIA SECURITY + CERTIFICATION
Duties & Responsibilities:
Assists customers with IT requests and issues
Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
Create and update ticket records in Remedy or other ITSM tool
Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
Route support requests to appropriate teams for resolution
Coordinate user support with Desktop Support and System Administration staff
Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.
Assists Help Desk Manager with data collection for reporting
All other duties as assigned
Qualifications:
Minimum Qualifications:
Minimum of 1 year of relevant technical experience with each of the following technology skills:
Windows Operating System (Windows 7 and higher)
Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))
Apple OSX desired in addition to Windows
Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
Experience using remote desktop troubleshooting and administration tools
Remedy ticketing system
Preferred
Qualifications:
An Associate's Degree in a computer-science related field is preferred
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.