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Cyber Center Help Desk Specialist II -Sierra Vista, AZ-1902

Company: DirectViz Solutions, LLC
Location: Sierra Vista
Posted on: June 2, 2021

Job Description:

DirectViz Solutions, (DVS), is a high-level, strategic consulting services firm that meets mission needs for government clients. We are looking to hire a full-time Cyber Center Help Desk Specialist II. The work location will be Fort Huachuca, AZ. This position requires an active Secret clearance or the ability to obtain an interim Secret. This position will support the RCC-C, which provides cutting-edge technology in an enterprise environment. The ideal candidate will possess experience in inside sales or customer service with some supervisory or shift lead experience.


CYBER CENTER HELP DESK SPECIALIST II

DESCRIPTION:

  • Lead shifts ranging from 1 to 12 analysts (to include coordinating breaks, lunches, etc.)
  • Monitor group mailboxes and prioritize emails by order of importance
  • Recognize and communicate issues/trends observed from emails and ticket creations
  • Monitor team ITSM queues for activity
  • Ensure accuracy of shift's high and critical priority tickets
  • Provide guidance and direction to help desk specialists on the team's processes and procedures
  • Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
  • Assist with training (as requested)
  • Provide reporting (as needed)
  • Perform quality assurance follow-up with customers/end users
  • Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting
  • Resolve Incidents/Tickets in accordance with documented procedures
  • Maintain a professional demeanor with our military, civilian and contractor customers

EDUCATION & EXPERIENCE:

  • HS +3 years of customer service, inside sales or help desk experience
  • Or AA/AS +1 year of customer service, inside sales or help desk experience
  • Or BA/BS
  • Active Secret clearance or the ability to obtain an interim Secret clearance

REQUIRED SKILLS

  • Strong verbal and written communication skills
  • Excellent people and phone skills
  • Ability to prioritize and multi-task
  • Experience with Microsoft Office products (Word, Excel, Outlook)
  • Experience with Remedy ITSM
  • Type a minimum of 40 wpm
  • Work within a dynamic environment where requirements shift routinely
  • Must be able to work all shifts to include Days (0553-1623), Swings (1153-2223) and Mids (2153-0823)
  • Must be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.

PREFERRED SKILLS & EDUCATION

  • Regional cyber center help desk experience
  • Attention to detail
  • Organizational skills
  • Ability to remain calm under pressure.

PHYSICAL REQUIREMENTS

  • Ability to sit, stand, walk for extended periods of time
  • Ability to use a computer
  • Ability to climb, kneel or crawl
  • Ability to lift up to 20+ lbs.

DirectViz Solutions, provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.


Keywords: DirectViz Solutions, LLC, Sierra Vista , Cyber Center Help Desk Specialist II -Sierra Vista, AZ-1902, Other , Sierra Vista, Arizona

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