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
· 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
· Security + Certification
· HDI Support Center Analyst Certified
· ITIL Foundation