• Help Desk Specialist (Senior)

    Job Locations US-MD-Patuxent River NAS
    # of Openings
    5
    Category
    Information Technology
    Agency/Project
    US Navy
    Job ID
    2018-2467
  • 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.

    Responsibilities

    OBXtek is looking for a qualified Navy Enterprise Service Desk Tier 1 specialists (Senior) to serve as the entry point for Navy customers by receiving, recording, resolving and/or escalating requests for service within an IT Service Desk. Tier 1 specialists follow all documented processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures. Specialists are 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. 


    Qualifications

    Clearance:

    · Active or Interim Security Clearance

     

    Education:

    · Bachelor Degree

     

    Required Skills:

    · 8 Years Service Desk Experience with Degree or 10 Years of Experience without Degree

    · Service Desk tracking software experience

    · Strong customer service skills

    · Strong organization skills

    · Strong communication skills

    · Microsoft Office experience

     

    Desired Skills:

    · Supervisory experience

     

    Desired Certifications

    · Security + 

    · HDI Support Center Analyst Certified

    · ITIL Foundation

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