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Help Desk Specialist

Savannah River, SC
Job Purpose:
We are currently looking to hire a dynamic Help Desk Specialist to support our client in Savannah River Site, SC

Responsibilities
  • Serve as an escalation point for all support incidents
  • Perform customer satisfaction follow-ups and inquiries when directed by the STR
  • Ensure end-user self-service tools remain up-to-date and current (e.g., The Loop)
  • Ensure service support tools (e.g., Tips) are up-to-date
  • Ensure delivery of required statistics and reports to designated personnel (e.g., STR; NOC personnel at end of day)
  • Create and manage Help Desk standard operating procedures. Build and maintain the technical support knowledge base
  • Integrate continuous improvement processes through the use of Help Desk metrics and trends to drive root cause analysis
  • Adequately document incident conditions and, when appropriate, dispositions or escalations
  • Escalate incidents to appropriate Extended Care personnel
  • Immediately report any incident to the appropriate supervision or STR that may result from or by a suspected or known security concern (e.g., malware; attempts to access privileged resources or data)
  • Monitor and use internal chat and messaging tools for news, status, and updates regarding outages, known issues and concerns, or other information that may be used to ensure successful service delivery
  • Efficiently work tickets via email and phone calls as well as provide on-site support as needed
  • Provide basic level desktop/server support (creating users in AD, Office 365, resetting passwords, drive mapping etc)
  • Setting up email accounts on mobile devices
  • Basic printer/scanner setup and troubleshooting
  • Malware and virus remediation
  • Installing software and configuring hardware
  • Track customer issues and resolutions
  • Run monthly reports
  • Manage and update documentation 
Requirements:
  • 6+ months in a help desk role with specific technology knowledge of:
    • Windows 7 and Windows 10
    • Internet Explorer, Google Chrome, Mozilla Firefox
    • Adobe Acrobat (limited to installation, initial diagnosis, Adobe Reader)
    • Java Runtime Environment (JRE)
    • Office 365/Office 2016 (all technologies)
    • Active Directory experience with Office 365 and Microsoft Exchange administration
    • Windows Printing (e.g., Device attachment, print queues)
  • Ability to work in a fast-paced environment with a high call volume
  • Knowledge of the Microsoft Office suite
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Strong troubleshooting and critical thinking skills
  • Valid driver's license, reliable transportation with insurance, and clean driving record
  • Must pass a background check 
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
 
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets

 

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