Help Desk Support Specialist
Intelligent Decisions - Tracy, CA

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U.S. Citizenship is required.

Applicants must possess an active, Federal Government Security Clearance.

This position supports a 24x7 shift work environment.

Job Summary:
The employee shall provide Help Desk customer support to assist customers around the world whose business hours and business days are different than that of the company. This support should be courteous, professional, front-line phone support, to include but is not limited to system and application password resets, basic supply requisition status checks, answer basic system questions and provide feedback on all problem tickets.

Job Responsibilities:
Monitor critical processes and take appropriate action.
•Monitor system processes ensuring all critical and batch processes are performing as expected.
•Answer all customer calls into the Helpdesk
•Process and immediately rectify all system exception and rejected messages.
•Work with customers and personnel to ensure that all transactions are processed seamlessly by the system.
•Continually monitor all systems.
•Select, execute and control systems programs and respond to computer system messages from personnel and other systems engineers.
•Utilize monitoring tools to detect system problems, isolate and identify the source and nature of the condition, and implement action to correct such problems.
•Resolve the majority of the problems independently using industry standard operating procedures.
•Monitor PEM alarm detail screen and take appropriate action.
•Monitor Zero Latency PC’s and all DMARS systems
•Monitor the Site Scan Alarms for critical warnings. Notify the proper support organizations and staff.
•Monitor the entire computing complex including but not limited to smoke, water detection, electrical issues, A/C temperatures, generator test, and computer room and building temperatures.
•Assist (if necessary) with giving or receiving backup tapes to the Offsite Storage Vender.
•Ensure building security alarms are enabled or disabled as directed.
•Conduct building checks as determined by each site.
•Perform 8 hour rotating shifts and other functions as required.
Job Qualifications:
Knowledge of Personal Computer and network operation.
•Experience in use of Helpdesk management software.
•The ability to evaluate system problems and provide resolutions
•Ability to communicate effectively with all levels of technology users.
•High level of customer relationship skills.

About this company
16 reviews
Since 1988, Intelligent Decisions (ID) has been developing innovative IT solutions to solve the most challenging requirements of our client,...