Help Desk Technician

Morgan 6, LLC is an established, award-winning, service disabled veteran owned business providing information technology and professional management services to the federal government. Our corporate growth has coincided with our investment in our employees as well as in outreach to our civilian and military community.

Morgan 6 is looking for Help Desk Technician at the US Naval Academy Information Technology Services to provide excellent customer-oriented assistance and Repair Shop support. This position is responsible for the receipt, dispersal, storage and disposal of IT equipment as well as repair of hardware, software and configuration.

The US Naval Academy Information Technology Services Division (ITSD) provides voice, video and data communications service and support for selected organizations located throughout the Annapolis Area Complex (AAC). These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology. The USNA ITSD supports approximately 7000 clients located throughout the 650-acre AAC.

Job Summary

ITSD Client Services Department is responsible to provide IT support to all clients. Tier 1 support consists of receiving requests for service, providing telephone assistance in resolving reported problems, and tracking requests in a ticket management system from receipt of call to completion of service. Tier 2 support is invoked when telephone consultation proves inadequate to resolve the user's issues and consists of the resolution of trouble ticket requiring a visit by information technology specialists to the client's work site or vice versa. Both Tier 1 and Tier 2 support also utilize remote assistance by connecting to client workstations in order to facilitate delivering services to customers within the AAC. Incumbent will directly interface with client(s) daily to ensure performance objectives and deliverables are met. Participate in discussion forums, tracking Web Help Desk (WHD) software and summary reports.

Skills

Candidates must have ability to handle pressure and deadlines in a calm and collective manner. Be proficient in English, have strong client-facing and effective communication skills, ability to troubleshoot and multi-task, composed with positive customer service orientation.

Certifications

CompTIA Security+ required

Microsoft Windows 10 (MD-100) Certification required

Work Experience

1 - 3 years experience with Technical Support, IT device repair, IT Security/Vulnerability remediation, and writing knowledge based articles.

Physical Requirements

Candidate must have ability to carry, push, lift or lower computer equipment from trucks, desks or boxes. These items can weigh as much as 50 pounds.

Education

• Technical School Certificate, or equivalent years of experience

• Bachelor's Degree, a plus

Work Verification

U.S. Citizenship is required
Ability to pass DoD Background Security Investigation

Headquartered in Charleston, SC, Morgan 6 is a fast-growing leader in the government contracting field. We have just made the Inc. 5000 list of the fastest growing companies in the nation. Our mission is to expertly apply state-of-the-art technology in order to make Warrior's lives better.

We offer benefits including comprehensive medical, dental and vision plans, matching 401K, paid time off, and more.

Morgan 6 is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

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