•This opportunity allows the ability to work in a dynamic environment coupled with training and substantial growth potential. The environment is a 24X7 challenging National Service Desk environment with many opportunities to support the customer.
Qualifying for this position requires 1-3 years experience in helpdesk support utilizing ticketing systems as a first response help desk resource. Strong background troubleshooting MS Office and MS Windows required. Imaging, configuration, hardware and standard desktop support desired. A basic understanding of TCP/IP & networking, as well as A+ experience preferred. =
The Service Desk Support Specialist will provide telephone support for an IT environment. Candidate must have a good balance between customer service, technical skills, have a positive attitude and be willing to learn. Major responsibilities include providing customers with telephone support by resolving issues, prioritizing issues, and escalating as needed. Candidate will assist customers with desktop operating systems, Email, MS Office, PC hardware, and Remote Access. Other duties may include but are not limited to
•Assess and solve difficult remote site issues over the telephone
•Provide quick and accurate answers to the user community in regards to system and network related problems/requests
•Rely on experience and judgment to plan and accomplish goals
•Perform a variety of complicated tasks
•This position will be 100% phone support responsible for timely and professional response to the help desk queued tickets, updating support requests and providing assistance via phone as necessary to resolve customer desktop issues.
•Candidate will provide phone support to users in the areas of e-mail, directories, standard Windows desktop applications, peripheral devices and standard Microsoft applications. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
•Candidate will assist customers in move/add/changes and ensure that changes are handled within the required timeline.
•Directly responsible for meeting contractual service level agreements (SLA) and helpdesk performance criteria’s. Will be responsible for adhering to established policies and procedures.
•Able to communicate effectively and professionally with a wide variety of technical and business professionals.
•Solid communications, writing and editing skills needed. Detail oriented with strong organizational and documentation skills. May be required to carry a duty cell/pager.
Qualifications:
•High School diploma or equivalent experience and a 1 - 3+ years related technical experience.
-2+ years of experience providing telephone and remote technical support troubleshooting hardware and software including PCs, laptops, printers and LAN/WAN
•Experience with Microsoft Operating Systems (Win NT, Win2000, and XP) and Microsoft Office products
•At least 1 year of experience using incident tracking software such as Remedy, Track-IT, HEAT, etc.
•At least 1 year of experience in a high call volume environment (30+ calls per day at the minimum)
•Be able to determine the resolution best suited for each situation
•Experience with Microsoft Operating Systems (Win NT, Win2000, and XP) and Microsoft Office products
•Experience with hand-held devices (Blackberry, Palm, or Trio)
•Active Directory experience (a plus)
Preferred Additional Skills:
•A+ and Network + beneficial.
•Experienced in Microsoft Windows desktop troubleshooting.
•Experience in Lotus Notes a plus
•Active Directory is a big plus
•Experience in Crystal Reports and Remedy Analytics a plus
•Holds or is working toward Microsoft Certification
•PDA support experience (preferred)
•Typing skills of 50-60 WPM (preferred)
Location: Englewood, CO
This position requires the candidate to be able to obtain a secret security clearance. In order to obtain a clearance you need to be a US Citizen and show proof of citizenship.
By submitting your résumé for this position, you understand and agree that Harris Corporation may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.
