• Help Desk, Specialist (Journeyman)

    Job Locations US-MD-Patuxent River NAS
    # of Openings
    Information Technology
    US Navy
    Job ID
  • Overview

    OBXtek Inc. is an established award-winning business providing information technology and professional management services to the federal government. OBXtek is a leader in its field and is committed to identifying, developing, and delivering innovative, mission-focused technical and logistical solutions to over 15 civilian and military partners in the Federal Government.


    As a prime contractor for 93% of our current work, we possess a robust corporate infrastructure that provides management oversight and support for all our programs. OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO to create processes that leverage best practices and result in novel, successful solutions.


    OBXtek is looking for a qualified Help Desk Specialists (Journeyman) to serve as the entry point for Navy customers by receiving, recording, resolving and/or escalating requests for service within an IT Service Desk.


    Help Desk Specialists (Journeyman) duties include:


    > Follow all documented processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.


    > Being responsible for communicating with customers to provide status, feedback, or general information regarding their request or inquiry for service.


    > Provide support for system monitoring and system updates using procedures provided by Application Owners.


    > Conduct customer satisfaction call backs via phone and/or email and record results in the incident tracking system.


    > Monitor trends in problems and questions and seek opportunities to improve support and training processes.



    · Active or Interim Security Clearance



    Associates Degree, minimum


    Required Skills:

    · 6 Years Help Desk and/or IT Related Experience with degree or 8 Years Help Desk and/or IT Related Experience without degree

    · Service Desk tracking software experience

    · Strong customer service skills

    · Strong organization skills

    · Strong communication skills

    · Microsoft Office experience


    Desired Certifications

    · Security + Certification

    · HDI Support Center Analyst Certified

    · ITIL Foundation




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