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Help Desk Specialist

Company Name:
Consultis
Consultis, a premier Minority Owned Technical Recruiting
services
Company with the single focus of pairing the right candidate with the right employment opportunity, is currently searching for a Help Desk Specialist. This is a Contract to Hire opportunity with one of our well known national clients. This
position
is in Denver, CO. area.

This Service Desk is a 24/7 operation 365 days a year. It operates as a Single Point of Contact (SPOC) and is responsible for supporting 23,000 end users on 140 different applications using an integrated Service Desk/NOC/SOC ITIL environment to optimize FCR and MTTR.
The organization is a very fast-paced, changing environment. Superior customer service skills are required. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative.
job
Responsibilities:
Escalation procedures (move to requirement)
Answer incoming client and customer calls (Identifies, researches, resolves technical support issues)
Acts as a primary interface to business users for all IT support issues
Simple troubleshoot and escalation of software and hardware issues via phone (Perform troubleshooting to isolate and diagnose common incidents)
Train end users in the use of equipment and software.
Position Requirements:
Ability to react to dynamic industry and rapid changes in information technology
Ability to maintain customer focus in the midst of difficult circumstances (Provides a high level of professionalism and customer service in all dealings with customers)
Ability to manage multiple priorities in a fast-paced environment
Experience supporting large service desk environments
Follows escalation procedures when Incidents require escalation to the next level of support
Experience working in a process-oriented workflow environment, ITIL preferred.
Experience working with multi-tiered ticket handling/resolution systems
Professional verbal and written communication skills required
Ability to work well under pressure, meeting multiple deadlines
Ability to work independently with minimum supervision
Experience with Windows and non-Windows server configuration, administration, and monitoring
Understanding of federal contracting environment a plus
Participate in shift rotation as needed
Ability to develop SME experience on one or more systems or applications acting as a "go to" person for other Service Desk Specialists.
Contribute to Knowledge Management
Education/ Certifications/ Experience:
ITIL Foundation Required within 6 months of hire (will be payed for)
Minimum of 3 years experience within a helpdesk environment required.
Minimum 2 years in supporting Active Directory based windows platforms
Remedy experience desired
Unique/Additional Requirements:
Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Weekend and shift work may be required. On call responsibility will be required for after hour support of service restoration activities .


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