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Service Desk Specialist - 1193

SARA Inc
Colorado Springs, CO
  • Expired: September 19, 2022. Applications are no longer accepted.

Scientific Applications & Research Associates, Inc. (SARA) is a world-class Defense Research and Development enterprise, with a charter to create new and emerging technology innovations in support of Commercial & Government organizations. We have expertise in RF, EMP, Pulsed Power, Acoustics and Threat Warning Systems; partnering with our customers to address real-world problems with cost-effective solutions... that work.

The High-Power Electromagnetics Division (HPEM) team is at the forefront of radiated and conducted energy delivery systems from prime power to applications. The selected candidate will have the opportunity to gain experience, lead, and learn with talented engineers, physicists, and technicians on long-term programs and new programs supporting the DoD, DoE, and their contractors. The HPEM Division is looking for an exceptionally talented, motivated, and creative Service Desk Specialist to support operations and security activities for two divisions: in Colorado Springs, CO and Cypress, CA.

The primary function of this role is to serve as the lead Service Desk Specialist for the Colorado Springs, CO division and periodically remotely support the Cypress, CA division. Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. Studies and resolves computer software and hardware problems of users. Acts as a contact for users having problems using computer software, hardware, and operating systems. Determines whether problem is caused by hardware, software, or system. Answers questions, applying knowledge of computer software, hardware, systems, and procedures. Talks with co-workers to research problem and find solution. Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. Calls software and hardware vendors to request service regarding defective products. May write or revise user-training manuals and procedures. May develop training materials, such as exercises and visual displays. May train users on software and hardware on-site or in classroom. Install Computers, software, and peripheral equipment, following procedures and using hand tools.

Core Responsibilities:

  • Handle customer inquiries and troubleshoot user training and technical issues
  • Conduct research for our customers and respond via phone, email and our internal client support system
  • Provide information about the products and services
  • Document and update customer records based on interactions
  • Develop and maintain a knowledge base of the evolving products and services
  • Strong empathy for customers
  • Ability to build rapport with clients
  • Proficiency with technical products and ability to diagnose complex problems
  • Ability to prioritize and multitask
  • Positive and professional demeanor
  • Highly organized with superb attention to detail
  • Proven ability to work in an ever-changing environment, ability to connect the dots and make decisions on your own feet
  • Ability to communicate clearly and concisely, verbally and in writing
  • Exercise sound judgment and work successfully with all employee levels, regardless of background and perspectives
  • Be comfortable working in a distributed, semi-virtual environment
  • Be able to take minimal direction from others and provide maximal output for yourself (and others)


Requirements:

  • 4+ years of school towards a bachelor's degree (BA/BS) in Business, Cybersecurity, Information Technology - OR - Additional industry experience
  • 4+ years of relevant experience
  • Strong written, spoken, analytical, and interpersonal skills
  • Customer service experience
  • Must be a US citizen with the ability to obtain and retain a DoD security clearance


Preferred Qualifications:
  • Systems administration experience - Active Directory, Group Policy, Server Management
  • Experience with VMware ESXi or similar Virtual/Hyperconvergence technologies
  • Experience with SAN technologies utilizing data backup/recovery best practices
  • Experience with some form of help desk technologies (Zendesk, Salesforce, Manage Engine Service Desk Plus)
  • Top Secret Clearance


Benefits:
  • Health benefits (medical, dental, vision, short-term disability, long-term disability, life insurance)
  • Generous paid time off accruals
  • Tuition & certification reimbursement
  • Flexible work schedules
  • Employee bonus eligibility
  • 401(k) match and profit sharing
  • Employee Stock Ownership Plan (ESOP)


Salary Range: $50,000 - $75,000

U.S. citizenship is required for most positions. (www.SARA.com)

SARA, Inc. is an EEOC/Title VII/ADA compliant federally contracted employer. All qualified applicants are considered for employment without regard to their race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Also, as a federal contractor, SARA must abide by the Drug-Free Workplace Act of 1988 and maintains a drug-free workplace regardless of local and state allowance.

SARA Inc

Address

Colorado Springs, CO
80920 USA

Industry

Technology

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