ID
#44939369
Job type
Permanent
Salary
TBD
Source
Apex Systems
Date
2022-08-16
Deadline
2022-10-15

Service Desk / Tech Support - Active TS Required - Fort Worth Location

Texas, Fortworth, 76101

Permanent

Vacancy expired!

Job#: 1277692

Job Description: Job Title: Help Desk (C2H)

If you are looking for a new and exciting career to boost your technical skills and you enjoy helping others, GDIT is hiring Help Desk Associates for the Federal Bureau of Investigation's (FBI) Enterprise Operations Center (EOC) in Fort Worth, TX. We offer the chance to support the world's finest law enforcement organization and help the people that keep us safe. In this job you will support the agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber-attacks, and major criminal threats.

We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.

Responsibilities include:

Provide quality customer service and IT support to users all over the world in a dynamic and fast paced environment
Provide over-the-phone and online troubleshooting support (calls and self-service) for users with varying degrees of computer skills
Triage and troubleshoot all manner of IT issues, including account/authentication issues, hardware and software issues, network and VPN issues, and issues relating to mobile devices.
Provide detailed documentation of steps taken to resolve user's issues within the ticketing system; including initial diagnosis and all pertinent information
Unlock accounts and reset passwords for users on multiple networks
Install common software via endpoint management systems
Resolve at least 70% of all interactions on first contact
Provide remote desktop support using RDP and other methods
Provide users with the status of their open ticket(s) and serve as intermediary between users and technical support groups in the IT Branch

Qualifications:

Years of Experience: 3+ years
Clearance: must be eligible to maintain or obtain Top Secret Clearance
- Eligible to pass a CI- Polygraph after obtaining position
Education: Some college (Associate's or Bachelor's Degree) or equivalent experience; CompTIA, HDI, or ITIL Foundations certification
Excellent oral and written communications skills with customers and peers; demonstrated success in handling customers challenges
Demonstrated success in a team environment
Prior experience in any customer service or customer-facing role is strongly desired
Demonstrated ability to learn new techniques and procedures and adapt to change
Prior experience with IT ticketing systems such as BMC Remedy or HP Service Manager
1+ years of experience supporting users in an IT Support role is desired

Ability to speak and communicate fluently in English language

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Vacancy expired!

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