Senior 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:

Help Desk Specialist:
  • Tier 1 and Tier 2 service desk support of 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

CCVS Vetting Analyst:
  • Evaluates processed CCVS data using various systems, processes, and techniques to determine if flagged data is contained in the Government Watch List

Qualifications:

Qualifications:

Help Desk Specialist:
  • 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

Certifications:

ITIL v3

CCVS Vetting Analyst:
  • Working knowledge of Netcool and Remedy

  • Strong analytical skills

  • Problem solver

  • Detailed oriented

Certifications:

N/A

Requires two to four years’ experience and a Bachelor’s Degree in Computer Science or a related technical field and related experience.

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

QinetiQ North America - 17 months ago - save job - block
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