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IT Help Desk Specialist

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Job Summary 
Under the direction of the Global Service Desk Manager, responsibilities will include providing direct support to end-users on hardware, software and network-related issues. Troubleshoot with end users to determine issues, classify levels of priority and engage appropriate technicians for resolution. Document issues through trouble tickets, follow-up with end users through and after resolution to ensure customer satisfaction. 

Job Duties & Responsibilities
  • Effectively communicate with customers via telephone, email, and in-person under varying ranges of environmental and cultural circumstances. 
  • Create, maintain and close trouble tickets using designated software and procedures. 
  • Coordinate with appropriate departments, engineers and other team members to resolve more advanced issues while maintaining communication with customers. 
  • Facilitate annual 'end of life cycle' replacement procedures. 
  • Coordinate with vendors and schedule visits for equipment maintenance and repair. 
  • Assist team members on projects requiring multiple inputs and/or manual labor. 
  • Support the down range IT departments as required. 
  • Perform other duties as assigned by Management. 
Knowledge & Skills 
  • Obtain and/or maintain a Security Clearance as a condition of continued employment; active Secret Security Clearance is preferred. 
  • Valid driver's license 
  • Advanced understanding of commonly used hardware, software and network theory. 
  • Experienced in operating system deployment through network. 
  • Knowledgeable or certified in automated help desk managements systems. 
  • Knowledgeable or certified in Microsoft Office applications. 
  • Excellent telephone etiquette, data entry, and communication. 
  • Ability to work independently as well as within a team. 
  • Adaptability to rapidly changing technical environments.

Experience & Education 
  • Minimum one (1) year of experience in IT Customer Support environment or customer service related field. 
  • Minimum one (1) technical related certification (e.g. CompTIA A+, Security+ and/or Network+) Physical Requirements/Working Environment 
  • Must be able to: 
    • Work in a normal office environment with controlled temperature and lighting conditions. 
    • Walk or stand on level and/or inclined surfaces up to three (3) hours per day and sit for up to five (5) hours per day. 
    • Routinely climb / descend stairs. o Routinely grasp or handle objects, use finger dexterity, bend elbows / knees, and reach above / below shoulders. 
    • Lift up to 30 pounds. 
    • Travel Travel to and between 
    • CONUS locations as requested is required.

  • Some remote work (This position is 3-5 days a week onsite in Melbourne, FL. Remote work may be allowed 0-2 days a week).

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering a salary range of up to $20.43 per hour depending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.