Help Desk Specialist
QinetiQ North America - Colorado Springs, CO

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Overview:
QinetiQ North America delivers aerospace operations and systems, engineering and life-cycle management, IT solutions and services, software, systems & network engineering, and missions solutions. Our core offerings include: space engineering, software solutions and enterprise IT, cyber intelligence, systems integration and engineering, training, modeling and simulation, logistics and life-cycle management.

The project is focused on providing operations and maintenance support for a federal government agency. The project supports multiple mission-critical application systems and their associated IT infrastructure. The scope of work includes systems and database administration, 24/7/365 operational monitoring & support, and information security support. Detailed documentation is provided in support of all engineering efforts. Documentation is of a professional caliber including executive summary information and associated diagrams, checklists, procedures and configurations.

QinetiQ North America is an AA/EEO Employer.

Responsibilities:
Responsibilities:
  • Tier 1 and Tier 2 service desk support for mission critical systems
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to customer inquiries for help
  • Responds to and diagnoses problems through discussions with users
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
  • Responds to telephone calls, email and personnel requests for technical support
  • Document, tracks, and monitors the problem to ensure a timely resolution
  • Recommends system modifications to reduce user problems

Qualifications:
  • Extensive experience utilizing Remedy, Netcool, Solarwinds, and SharePoint
  • Outstanding communication skills to include verbal and written
  • Customer centric personality
  • Goal oriented
  • Trained and certified in automated help desk management systems
  • Requires zero to two years’ experience and a Bachelor’s Degree in Computer Science or a related technical field and related experience.

Certifications:

ITIL v3

Clearance required. Must be a US citizen with clean criminal and financial record in order to obtain/maintain.

QinetiQ North America - 19 months ago - save job - copy to clipboard
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