Help Desk Specialist
Harris Corporation 226 reviews - Denver, CO

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Job Title: Help Desk Specialist
Job ID: HITS10121064
Job Location: Englewood, CO

Job Description:
Work in a 24x7 National Service Desk environment supporting the customer

Provide telephone support for an IT environment in a professional manner

Works to resolve issues, prioritizes issues, and escalates when needed

Assists customers with desktop operating systems, Email, MS Office, PC hardware, and Remote Access

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

Works to process queued tickets and updating support requests

Providing assistance via phone as necessary to resolve customer desktop issues

Provides 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

Assist customers in move/add/changes and ensure that changes are handled within the required timeline

Responsible for meeting contractual service level agreements (SLA) and helpdesk performance criteria’s

Responsible for adhering to established policies and procedures

Associates (or equivalent experience) with 3 years of current and related technical experience

Minimum of 1 year of experience in helpdesk support, using incident tracking software such as Remedy, Track-IT, HEAT, etc.

Minimum of 1 year of experience in a high call volume environment (30+ calls per day at a minimum)

Minimum of 1 year 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

Experience with hand-held devices (Blackberry, Palm, or Trio)

Ability to carry a company cell phone and/or pager, and perform “on call” shift work as required, in a 24x7 environment

Ability to obtain, and maintain, a DoD Security Clearance

Additional Preferred Skils:
Active Directory experience (a plus)

Imaging, configuration, hardware and standard desktop support

Basic understanding of TCP/IP & networking, as well as A+ experience

Strong background troubleshooting

Ability to determine the resolution best suited for each situation

MS Office and MS Windows

Must have a positive attitude and be willing to learn

Must be able to communicate effectively and professionally with a wide variety of technical and business professionals

Strong writing and editing skills required

Must be detail oriented with strong organizational and documentation skills

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.

About this company
226 reviews
Harris has ways to make its customers communicate. The company, which develops communications products for government and commercial...