Trace Systems Inc Help Desk Specialist* in Sierra Vista, Arizona
Trace Systems,headquartered in Vienna, Virginia, was founded in 1999 to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.
Job Description: Help Desk Specialist
Job Location: Sierra Vista, AZ
Security Clearance: Secret
The Action Request Center (ARC) is the heartbeat of the Regional Cyber Center - CONUS (RCC-C), which provides critical IT support to the United States Army within the Continental United States. The Help Desk Specialist responsibilities include providing situational awareness of network / system outages, prioritization of work in accordance with ITIL best practices, communicating with people from all across the DoD, and assisting users with a variety of network hardware and software related issues.
Responsibilities include, but are not limited to: Creating, modifying, and escalating Incidents / tickets; translating user requests into a logical format for use by RCC-C technical analysts in troubleshooting
Resolving and escalating Incidents / tickets in accordance with documented procedures
Performing quality assurance follow-up with customer / end users
Comply with documented processes and procedures
Working with shift leads to ensure all shift responsibilities are completed
Provide reporting as needed
Ability to maintain a professional demeanor with our military, civilian, and contractor customers.
Versatile communication skills
Experience in using Microsoft Word, Excel, and Outlook
Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via Walk-ins and Emails
Applicants must be able to all shifts to include: Day (0555 – 1425), Swing (1355 – 2225), and Midnight (2155 – 0625) if required
Applicants must also be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission
Must be able to obtain a Secret security clearance.
- Comp TIA Security +
- High School +2 years of customer service experience, or AA/AS or BA/BS
To Apply:We invite you to put your talents to work by joining a growing team of dynamic professionals here atTrace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at:. #jointracesystems
For any additional questions or to submit any referrals, please contact
Trace Systemsis an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Job ID 2017-1636
of Openings 2
Job Locations US-AZ-Sierra Vista
Posted Date 1/30/2017