IT Help Desk Support Specialist - Ability to obtain Secret Clearance

$43,680 - $52,000/Yr

American Systems Corporation - Rome, NY

Full-time - Entry Level

Rome, NY

51-100 employees

Professional, Scientific, and Technical Services

About the position

The IT Help Desk Support Specialist at AMERICAN SYSTEMS is a mission-driven role focused on providing technical assistance to federal government clients. This position requires the ability to obtain Secret Clearance and involves troubleshooting and resolving IT issues, ensuring customer satisfaction, and maintaining accurate records of service requests. The specialist will work in a supportive team environment, contributing to the company's success while continuing to develop their skills.

Responsibilities

• Serve as the first level technician (Tier 1) for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in the Remedy ticketing system.
• Follow-up and update customer status and information.

Requirements

• The ability to obtain and maintain a Secret Clearance
• Minimum of 1-2 years of experience as a Help Desk Specialist
• High School Diploma Required
• CompTIA A+ certification or equivalent required

Benefits

• Employee Stock Ownership Plan (ESOP)
• Comprehensive benefits program including healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.