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Help Desk Technician

Help Desk Technician

Tampa, FL

4 moths contract-to-hire

​*Must be U.S. Citizen with an active TS/SCI clearance


Overview:
Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.


Responsibilities:

  • Responds to and diagnoses problems through discussion with users. 
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  •  Provides support to end users on a variety of issues.
  •  Identifies, researches, and resolves technical problems. 
  •  Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. 
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. 
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.

Qualifications:
Minimum Education/Experience Requirements:   

  • (2) years of directly related Information Technology Service Desk experience or equivalent combination. Must have A+ or Security+ certification.

 
 

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