. Helpdesk Specialist Job Number401236
Description
The SAIC Enterprise IT Services group located in Oak Ridge Tennessee has an immediate opening for a Helpdesk Specialist to work for the City of Memphis in Memphis TN. Under minimal supervision provide Service Desk technical support to end users for troubleshooting PC hardware software and printer problems standard Windows desktop applications a variety of COTS packages account administration and password resets and software distribution. Utilize BMC's Remedy Incident and Problem Management system for recording service and support requests and have experience with the Change and Configuration Management modules. Experience in Service Desk call handling procedures and in ACD skillwork group administration tools and familiarity with ITIL industry best practices. Handles the majority of requests without further assistance. Technically oversee Service Desk daily operations and assist with frontline transition and project activities. If unable to respond to requests collect and document necessary information for escalation to the appropriate Tier 2 or 3 support groups. Work independently with customers to provide customized solutions utilizing standard software products and services.
Qualifications
Education
An associate's degree in Computer Science Information Systems Engineering Business or other related discipline and 3 years experience is required. In Lieu of an Associate's Degree successful completion of High School and a minimum of 5 years' experience is required.
Required Skills
Must be able to communicate ideas and results clearly and effectively in both oral and written form. Must understand contractual service level metrics and demonstrate effective customer and team communications skills. Generate standard and ad hoc reports on request conduct and present information in team meetings participate in the change management process and provide new and ongoing Service Desk agent training. Extensive experience required in providing desktop support possess knowledge of PC hardware and software components IT concepts and Service Desk tools. Must be able to think logically and act decisively in critical situations. Ability to distinguish between different types of problems and select the correct source for problem solution.
Desired Skills
Microsoft Office 20032010 Windows 200320072010 and XP Professional Operating Systems Adobe Acrobat Reader and Adobe Flash Java Symantec Endpoint Encryption and system network configurations. Must be very familiar with Microsoft networking protocols and Windows NT and 2003 Active Directory domains firewall support and Virtual Private Network VPN support.
SAIC Overview
SAIC is a leading provider of technical engineering and enterprise information technology services to the U.S. government. Our 13000 employees deliver systems engineering and information technology offerings for large complex government programs as well as a broad range of higherend differentiated technology services. The company is headquartered in McLean Va.. For more information visit www.saic.com.
Job Posting Dec 4 2013 61337 PM
Primary Location United StatesTNMEMPHIS
Clearance Level Must Currently Possess None
Clearance Level Must Be Able to Obtain None
Potential for Teleworking No
Travel None
Shift Day Job
Schedule Fulltime
SA
Nearest Major Market Memphis
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