Job description

Summit Technologies, Inc. has potential opportunities for Service Desk Operators. In this role you will provide basic technical assistance, support and advice to customers and users at Portsmouth Naval Base.These are full-time on-site positions which require an active DoD Secret security clearance.

Duties and Responsibilities:

• Provide support to cover minor hardware, like keyboard and computer access card (CAC) reader hardware failures, software and system problems.
• Respond to walk-in customers, telephone calls, service tickets, and e-mail messages seeking resolution of computer problems.
• Analyze incident to determine if its with the network, a system, an application, or the users workstation.
• Create a ticket and work with the customer to resolve issues, providing step-by-step instructions if possible.
• Redirect unresolved issues to the next level of support.
• Provide feedback on processes and make recommendations on areas to improve.
• Complete 20 hours of Continuous Learning each calendar year.
• Troubleshoot using different diagnostic techniques.
• Determine network functionality and availability (NMCI/Legacy/reach back) using a general understanding of networks and application tools (ex. Ping).
• Determine shared resource functionality for network attached drives and print services.
• Determine application functionality like web function, Citrix terminal server, database or database server function and e-mail.
• Determine user computer account status such as locked, expired and time restriction.
• Assist with password change, reset, user account manipulation, shared resource connection, printer connection and user redirection to National Helpdesk.

Required Skills and Experience:

• A minimum of 2 years experience working in a customer service environment.
• At least 1 year of experience or the knowledge necessary to provide customer IT support.
• Knowledge of hardware software operating systems Service Desk tools and remote access.
• Good interpersonal and communication skills (verbal and written).

Certification:

• Must have an 8570 certification (Security+ CE, CCNA Security, CySA+ **, GICSP, GSEC, CND, or SSCP).

Clearance Requirement:

• DoD Secret security clearance

If you feel you are qualified and want to be considered for this position, please supply the following to: 43ick8bc9wtuge15mcezzukjke@crelate.net , and please put the job number 6434 in the subject line:

• Updated resume including MM/YYYY for each employer.
• Best times/dates to interview (plus phone # you can best be contacted at).
• Availability to start once given formal offers.

Summit Technologies Inc. appreciates your interest. We will contact the best matching prospects and will consider you for future opportunities. We will not submit your resume without your prior knowledge and consent. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.

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