OUR BENEFITS

We provide competitive benefits including heath, dental, long and short term disability, 401(k) plan, and direct deposit as part of your total compensation package.

CURRENT OPENINGS

Are you ready to be challenged and recognized for your achievements? Apply below if you are an ethical, forward-looking person focused on customer satisfaction and delivering on-time solutions.

EQUAL OPPORTUNITY EMPLOYER

SBD 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 SBD will be based on merit, qualifications, and abilities. SBD 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").



Help Desk Specialist I

Location: Stennis Space Center, MS
Date Posted: 01-02-2018
SBD is seeking a Help Desk Specialist I to support over 24,000 users within our federal customer in Stennis, MS.  The Help Desk Specialist is responsible for providing Tier I help desk support activities including phone, email and fax to meet defined quality levels.
 

Responsibilities:
 
  • Provide triage of inbound requests
  • Serve as the Customer facing point of contact to IT Support
  • Create tickets in the IT ticket management system
  • Provide basic troubleshooting across a broad range of services using standard operating procedures
  • Fulfill standard Service Requests such as application password resets
  • Escalate incidents that cannot be resolved by Tier 1 to higher Tiers
  • Execute soft/warm hand-offs between shifts and Tiers
  • Serve as the single point of contact (SPOC) for all receipt, logging, tracking, resolution, and reporting of incidents, problems, and service requests for all supported customers and their environments
  • Keep customers informed regarding status of their ticket, incident, problem, or service request through (1) voice response to phone calls and voicemails, (2) email responses to all other channels and (3) other services as provided by the government
  • Troubleshoot operating system and Commercial off the Shelf (COTS) software related issues
  • Contribute to knowledge management articles to collect information once an incident has been resolved
 

Qualifications:
 
 
  • Experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time
  • Experience with follow up and closure for customer
  • Experience with thorough documentation of contact
  • Proven excelled customer service skills
  • Excellent verbal and written communications
  • Must have strong focus, dedication to research and resolve issues
  • General Knowledge of computers and Microsoft systems
  • Flexibility to work shift schedule
  • US Citizenship is required along with the ability to obtain a Public Trust Clearance
 
 
Solutions By Design II, LLC (SBD) 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 SBD will be based on merit, qualifications, and abilities. SBD does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, IWDs, Veteran Status or any other characteristic protected by law (referred to as "protected status").
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