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IT Support Technician 16352

Description

Huntington Ingalls Industries - Technical Solutions Division, Integrated Mission Solutions Group (Camber Corporation) provides mission-critical engineering and technical service to Information Technology, Federal Civilian, and National Security, Aerospace & Defense and International government and commercial customers at over 100 locations worldwide.

HII-TSD, Integrated Mission Solutions Group (Camber Corporation) is currently an internal IT Support Technician to work out of our Huntsville, AL office and join our diverse, team-oriented company that is Customer Focused - Employee Driven.

The successful candidate will ensure proper computer operation to support end users.

The following statements of duties and responsibilities are intended to describe the general nature and level of work being performed by individuals assigned to this position.

These statements are not intended to be an exhaustive list of all duties and responsibilities required of all personnel within this position.

Actual duties and responsibilities may vary depending upon assignments and other factors.

Duties and Responsibilities:


* Receive, prioritize, document, and resolve, prioritize end-user help requests.


* Use diagnostic and help request tracking tools.


* Field incoming help requests from end users via both telephone and e-mail in a courteous manner.


* Document all pertinent end-user identification information in ticketing system, including name, department, contact information, and nature of problem or issue.


* Build rapport and elicit problem details from help desk customers.


* Prioritize and schedule problems for resolution.

Escalate problems (when required) to the appropriately experienced technician.


* Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.


* Apply diagnostic utilities to aid in troubleshooting.


* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.


* Identify and learn appropriate software and hardware used and supported by the organization.


* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


* Install anti-virus software.


* Perform preventative maintenance, including checking and cleaning of workstations, printers, peripherals as well as audio/visual equipment in conference rooms.


* Test fixes to ensure problem has been adequately resolved.


* Perform post-resolution follow-ups to help requests.


* Develop help sheets and frequently asked questions lists for end users.


* Other related duties as assigned.

 

Qualifications and Experience:

Required-


* Minimum of four years’ applicable experience with a relat...




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