Help Desk Associate

Job Title: Help Desk Associate
Work Location: Redstone Arsenal, Huntsville, AL
Clearance: Active current Secret
Please note that you must be a US citizen to apply to this job listing
Education/Experience: BA/BS + 5 years of general work experience or AA + 7 years of general work experience
Schedule: Must be available for shift work; weekends, holidays
Salary: Commensurate with experience
Contract Labor Category: Help Desk Intermediate
Requisition Number: AL23001
Overview: We are looking for individuals who have excellent verbal and written and listening communication skills; are experienced at analyzing and solving customer problems; pay attention to detail and are well organized; are able to function in a fast-paced environment; are flexible and open to change; are able to prioritize; and welcome the opportunity to learn new skills.
Specific Duties:
Respond to requests for technical assistance in person, via phone, electronically
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Redirect problems to appropriate resource Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Stay current with system information, changes, and updates
General Knowledge: Working knowledge of fundamental operations of relevant software, hardware, and other equipment; Knowledge of relevant call tracking applications; Knowledge and experience of customer service practices; Related experience and training with DoD Working knowledge of Remedy.
Qualifications: Previous experience in the following areas: Providing staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephony functions; Monitoring problem management database and follows up with assigned personnel to ensure timely resolution of problems Maintaining a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels; Invoking problem escalation procedures to coordinate recovery; Isolating problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
To apply to this position please go to www.s4inc.com and click on Careers to complete an employment application and upload your resume.
S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off. We are an Equal Opportunity Employer including disabilities/veterans. S4 participates in the E-Verify employment verification program. If you are looking for a challenging and rewarding position, then we invite you to submit your resume. Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times.
If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation@s4inc.com.