Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Position Title: Helpdesk Support/Customer Support
Location: Camp Pendleton, CA 92055
Yakshna Solutions, Inc., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serve its business communities as a leading IT vendor providing innovative, quality and cost-effective IT business solutions and services.
Our benefits are very competitive that include 401(k), health, dental, and vision insurance, Life insurance, short-term and long-term disability insurance, paid time off, training and professional development assistance.
YSI is seeking a highly qualified Helpdesk Support Analyst.
Required Qualifications and Skills:
connectivity, and Windows desktop operating systems.
Job Responsibilities.
Perform routine IT system maintenance and daily operation support, including but not limited to the following:
Service Calls - The Contractor shall receive assignments directly from the Help Desk telephone calls, walk-ins, emails, and IT trouble tickets. The MID office has multiple phones designated to the contractors to receive Help Desk calls.
Service Call Tracking - The Contractor shall log all requests for assistance and direct contact with end-users by entering it into the IT trouble ticketing system.
Initiation and Completion of Service Tickets - The Contractor shall initiate and close out all service tickets in the IT trouble ticketing system.
Contractor Point of Contact for Hardware Repair- The contractor shall respond, investigate and resolve user's IT operational problems (i.e., hardware/software, system administration, etc.).
End-User Hardware/Software Configuration Requirements - The Contractor shall implement hardware and software configurations based upon Standards and user requirements and document.
Problem Resolution Time - The Contractor shall respond to all requests for service within 3 working hours after receiving the call for assistance. The Contractor shall attempt to resolve the end-user's problem including locked user account and expired password at the time of arrival. The Contractor will escalate more complex IT issues to the SysAdmin IT Government and Contractor specialists. There is no assignment/demarcation for Tier 1 as supported by the contractor and Government specialists. Government and contract specialists work on the same Tier 1 trouble tickets.
The Contractor shall advise the end-user of the situation and estimated time of return to solve the problem.
Priority Personnel - Priority personnel include the Commanding Officer (COM), Executive Officer (XO) Command Master Chief (CMC), Directors and CO's executive administrative staff. Priority Personnel are to be given priority over all other calls. The Contractor shall respond to request from
priority personnel within 15 minutes after Help Desk receives the call.Multiple priority calls will be handled in chronological order. Request to reprioritize a call should be directed to the MID GS Lead Technician for resolution. The GS Lead Technician, when notified by the Contractor, will determine priority of calls for assistance when the volume exceeds the ability of the Contractor to meet the performance deadline.
Response to Emergency Conditions: The Contractor shall immediately inform the GS Lead Technician of emergency conditions defined below. An emergency situation shall take precedent over priority calls from priority personnel. The Contractor shall notify the GS Lead Technician immediately upon notification of the following emergency:
A complete system crashed
Loss off local area network
Unexpected power outage
Loss of Digital Dental Tmaging (DDT) capability
A security breach
Loss of capability due to fire or water damage
Equipment Moves: The Contractor shall assist with building equipment moves or disconnecting/reconnecting cabling as assigned by work center supervisor.
In-House Accessible Data Cabling Replacement: The Contractor shall check in-house data cabling when it is considered to be an operational problem and advise the GS Lead Technician of faulty cabling needing replacement within 30 minutes of identifying the problem.
Salary: $50K- $60K Annually with benefits
Job Types: Full-time, Contract
Pay: $40,000.00 - $45,000.00 per year
Benefits:
Schedule:
Experience:
Work Location: In person
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