Tier I Help Desk Support Technician (Senior)

Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Help Desk Specialist (Intermediate) to support DoD customer based at White Sands Missile Range, NM.

---------- ACTIVE SECRET CLEARANCE REQUIRED ---------

Responsibilities:

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

Qualifications Requirements:

• Active Secret security clearance required
• Minimum High School Diploma, or related discipline
• CompTIA Security + (CE) Certificate and or CompTIA A+
• Direct relative experience of 3-5 years

Experience and Skills:

• Excellent oral and written skills
• Excellent critical thinking skills
• Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook
• Ability to work independently and as a team member