Pelatron Technologies - Hill Air Force Base, UT
posted 2 months ago
Full-time - Entry Level
Hill Air Force Base, UT
Professional, Scientific, and Technical Services
About the position
The IT Helpdesk Support Service Specialist serves as the primary point of contact between the service provider and users, focusing on resolving IT and communication issues for base users and devices. This role emphasizes first-contact resolution, aiming to address a significant percentage of support requests on the initial interaction, while also maintaining detailed documentation of issues and solutions.
Responsibilities
- Resolve and satisfy communications and IT issues for all base users and devices.
- Respond to customer calls and tickets with the goal of resolving 75% or more on first contact.
- Create and document tickets for NIPR and SIPR issues received via various channels.
- Utilize remote-support software tools to access customer devices for issue resolution.
- Participate in the development and maintenance of a knowledge database for support tools.
- Analyze software and hardware configurations and identify trends for outages.
Requirements
- Prefer a bachelor's degree in a related field.
- At least two to three years of related experience and/or training.
- Excellent interpersonal and organizational skills.
- Active Interim Secret or Secret level clearance.
- Maintain an IAT Level II Certification (Security+ GSEC acceptable, SCNP acceptable, SSCP acceptable).
