Senior Help Desk Specialist

US-DC-Washington
Job ID
2017-1515
# of Openings
1
Relocation
No

Overview

Globecomm is a leading connectivity provider of video, voice, and data to the most remote locations on Earth —  and under the most treacherous conditions. The company’s comprehensive Satellite, Fiber, Cellular, and CDN infrastructure and services provide robust connectivity over Land, Sea and Air with zero downtime for mission-critical RF and IP communications serving Government, Maritime, Media, Energy, Enterprise, Wireless, and IoT customers in over 100 countries.  Along with world-class network system design  and integration capabilities, Globecomm specializes in end-to-end hosted and managed services; broadcast and media infrastructure, virtualization, OTT and IPTV solutions; cloud-based services for private network interactive training, distance learning and corporate communications; and Satellite, Wireless, Internet of Things/M2M solutions and services.

 

The Senior Help Desk Specialist will provide first level customer service to end-users via phone and email, and log all help desk calls in the ServicePRO ticketing system.

Responsibilities

  • Install, configure, troubleshoot, diagnose, repair, and upgrade servers, computer hardware, and printers.
  • Assist with end user moves, disconnecting, reconnecting and testing computers and peripheral devices.
  • Support and maintain PC hardware and software including new computer setup, images, software installation, upgrades, preventive maintenance, and troubleshooting. 
  • Provide findings and escalate issues to the appropriate team.
  • Document any issues reported and the resolution of these issues in the ticketing database for historical tracking and reference. 
  • Develop work plans for projects, set deadlines, and ensure the timely and effective completion of projects for overall customer satisfaction.
  • Follow established protocols, procedures, policies, and meet arranged service level agreements.  
  • Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.
  • Work effectively cross-functional teams to define technical requirements and identify and resolve technical issues.
  • Ensure that products and services meet overall security objectives.  
  • Perform duty officer responsibility once every four to five months for a week, which requires 24/7 availability for customer support.

Qualifications

  • U.S. Citizen with an active Secret Security Clearance and the ability to maintain this clearance.
  • 5+ years of experience performing in a senior helpdesk/support role.
  • 2+ years of LAN/WAN experience in an Active Directory environment.
  • Experience providing desk-side support in a networked environment, identifying and resolving local and network related issues.
  • Ability to troubleshoot TCP/IP as well as connectivity focused issues.
  • Understanding of DNS, DHCP, and other network services.
  • Experience and understanding of the Win PE imaging process.
  • Advanced knowledge of Windows 7 and Microsoft Office 2010.
  • Understanding of Outlook mail functionality in a networked environment.
  • Knowledge of Google Mail, iPhone, iPad, and Mac is a plus.
  • Self-starter, ambitious, positive personality, with excellent customer service skills.
  • Strong attention to detail and accuracy. 
  • Ability and willingness to travel between multiple locations, including Ronald Reagan Building and National Press Building in DC.

 

Equal Opportunity Employer M/F/V/D

 

If you are a disabled individual or disabled Veteran and require a reasonable accommodation in applying for any posted position, please contact us at (631) 231-9800 or hr@globecomm.com

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