Help Desk Analyst Pearl Harbor, HI (Onsite) The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures. Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures. Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices.
This job is for you if you: Are an individual that possess excellent communication skills, have the ability to logically and quickly break down problems to achieve resolution, are customer service oriented and able explain complex technical issues in a clear and understandable way to the customer, show patience in dealing with difficult customers and be a team player.
The ideal candidate will have recent and significant experience of working in an Information and Communication Technology Help Desk.
What we are expecting from you (i.e. the qualifications you must have):
- CompTIA Security+ Certification
- Bachelors Degree in a related IT technical field with 2 or more years of relative experience or equivalent
- Ability to keep up with technical innovations and IT trends
- Exceptional interpersonal and communication skills
Security Clearance Statement:
This position requires a government security clearance at a Secret Level, you must be a US Citizen and eligible for a clearance.
Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").