Help Desk Specialist

AT&T Public Sector & Wholesale Solutions
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Post Date: Mar 28, 2017
Location: Maryland
Security Clearance: Top Secret w/ Full Scope Lifestyle Poly
Job Type: Permanent
Start Date: - n/a -
Salary: - n/a -
Job Reference: - n/a -
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The Level 2 Help Desk Specialist shall possess the following capabilities: Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts; Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket; If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with applicable processes; Assist users with account creation, accessing and using IT systems; Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes; Receive, triage and route tickets to Tier 2 Help Desk according; Analyze, log and track issue and problem tickets;Compile and organize data for monthly status reports; Provide trend analysis and metrics to the Government based on gather data and monthly status reports; Provide daily written and oral communications, make recommendations for improving documentation; Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement; Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures; Provide recommendation to the Government on issues/problems identified and reported in trend analysis; Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets.

Qualifications: Three (3) years of Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field. Five (5) years with an Associate’s Degree or seven (7) years experience may be substituted for the Bachelor’s Degree.

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