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Help Desk Specialist

Neo Tech Solutions (NTS) Sierra Vista ,AZ
  • Posted: over a month ago
  • $40,000 to $43,000 Yearly
  • Full-Time
  • Benefits: life_insurance, medical, vision, 401k, dental
Job Description

****Active Secret Clearance or Ability to Obtain Secret Clearance REQUIRED****

Job Duties

  • Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting
  • Resolve Incidents in accordance with documented procedures
  • Perform Quality Assurance follow-up with customers/end users
  • Perform shift lead duties in accordance with documented procedures
  • Prioritize emails in team mailbox
  • Review analysts' VIP, critical and high priority tickets for accuracy
  • Maintain and update the shift log
  • Monitor email and issue trends for master ticket creation
  • Monitor dispatch queues to ensure analysts' responses are timely
  • Monitor staffing
  • Address concerns that arise during shift
  • Provide reporting as needed
  • Maintain a professional demeanor with military, civilian and contractor customers

Qualifications

  • Security Clearance:  Active secret clearance or the ability to obtain an interim
  • Education:  High school +3 years of inside sales or customer service or help desk experience or AA/AS or BA/BS
  • Strong verbal and written communication skills
  • Excellent people and phone skills
  • Ability to prioritize and multi-task
  • Experience with Microsoft Office products (Word, Excel, Outlook)
  • Experience with Remedy ITSM
  • Type a minimum of 40 wpm
  • Work within a dynamic environment where requirements shift routinely
  • Must be able to work all shifts to include Days (0555-1425), Swings (1355-2225) and Mids (2155-0625)
  • Must be able to work weekends and holidays, as required.  Schedule is subject to change in order to fulfill the needs of the mission.
  • Preferred/desired skills include inside sales and/or customer service experience, supervisory or shift lead experience, attention to detail and the ability to remain calm under pressure. 

 

Company Description
NTS Inc., is a provider of strategic business advisory and IT/Telecom services focusing on meeting client mission and business objectives. NTS delivers value to its public and private sector clients by assessing their requirements, understanding the program objectives and delivering on the scope of services

Neo Tech Solutions (NTS)

Why Work Here?

Great team, and an opportunity to grow with the company!

NTS Inc., is a provider of strategic business advisory and IT/Telecom services focusing on meeting client mission and business objectives. NTS delivers value to its public and private sector clients by assessing their requirements, understanding the program objectives and delivering on the scope of services

Address

Sierra Vista, AZ
USA

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