Help Desk Service Support Specialist - Senior
STG, Inc. - Fort Bragg, NC

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Service Desk Analyst (SDA) position is the first line of support for our local and remote customers. Responsibilities include handling incoming telephone calls, email communications, and assisting users with a variety of hardware and software related issues. Applicants must be proficient with the Windows desktop environment, to include MS Office products and Windows Vista operating system. Tickets are created and either resolved by the SDA, in accordance with the documented procedures, or escalated for resolution. The SDA will also follow up on all resolved tickets and conduct quality checks with customers / end users to ensure the Service has been restored or the request satisfied.

Responsibilities include, but are not limited to:

Creating Incidents / Tickets; translating user requests into logical format for use by analysts in troubleshooting

Resolving Incidents in accordance with documented procedures

Escalating Incidents in accordance with documented procedures

Performing quality assurance with customer / end users

Working with Service Desk Shift Leads to ensure all shift responsibilities are completed

Ensure a clean and safe working environment for current/next shift employees

Provide reporting as needed

Applicants must be able to work Day (0555 – 1425), Swing (1355 – 2225), and Midnight (2155 – 0625) shifts if required. Applicants must also be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.


High school diploma, technical trade or military school and 4 years of related technical experience.

A+, Net+ or Security+