Technical Help Desk Specialist

Location: Madison, AL and Hillsboro, OR

Join EMCO Technologies in anticipated support of the USACE on the AIES-NG contract. We are currently looking for candidates to potentially join our AIES-NG team upon contract award.

Technical Help Desk Specialist (Entry Level, Journeyman, Senior)

Job Summary:

The Technical Help Desk Specialist is responsible for first and second level support for all systems and services supported by ACE-IT for the US Army Corps of Engineers (USACE). This position provides effective diagnostic evaluation of end-user customer needs, and in call cases uses good judgment, responds in a timely manner, and resolves issues and complaints to the customer’s satisfaction. This position also requires accurate documentation and tracking to ensure timely resolution. Support and demonstration of EMCO Technologies values and expectation for customer satisfaction are fundamental to this team. Additionally, you must comply with all physical, data, and IT security, and health, and safety policies and procedures.

Essential Duties and Responsibilities:

  • Responds to and diagnoses problems through discussions with end-users.
  • Ensures a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Provides support to end users on a variety of issues and serves as focal point for customer concerns.
  • 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.

Desired Skills:

• Ability to assess each customer’s IT knowledge levels

• Ability to deal with difficult callers

• Good analytical and problem solving skills

• Up-to-date technical knowledge

• An in depth understanding of the software and equipment your customers are using

• Excellent interpersonal and customer care skills

• Ability to perform accurate records keeping

Requirements:

This position requires a Secret clearance, an IAT-II relevant certification, and a DoD Computing Environment (CE) certification.

Location: Madison, AL and Hillsboro, OR

Apply for Technical Support Helpdesk using the link below:
https://workforcenow.adp.com/jobs/apply/posting.html?cid=b4095238-3dc6-4a53-a0f4-18a0b9fddb46&jobId=220581&lang=en_US&client=emcotech&source=CC4

EMCO Technologies is an Equal Opportunity / Affirmative Action employer.   All qualified applicants will receive consideration for employment without regard  to race, color, religion, sex, national origin, pregnancy, childbirth, physical or mental disability, age, protected military status or status as a Vietnam-era or special disabled veteran, marital status (including registered domestic partnerships or civil unions), gender (including sex stereotyping, gender identity and/or expression), sexual orientation, or medical condition (including, but not limited to, cancer related or HIV/AIDS related), or genetic information, in accordance with applicable federal, state and local laws.

Comments are closed.