Help Desk Specialist

Location: Fort Bragg, North Carolina
Date Posted: 07-07-2015
InCadence Strategic Solutions is a top technology company that provides cutting edge solutions, deep functional domain subject matter expertise, operational intelligence and high-end engineering services to our government clients.

InCadence Strategic Solutions has a Help Desk Specialist position open in Fort Bragg, NC. This position requires an ACTIVE TS/SCI. The Help Desk Specialist will provide Tier I contact and incident resolution to customers with hardware, software, and application problems. The Help Desk SPecialist will attempt to resolve as many incidents during the first call or at Tier I, document incident resolution and status in incident database tools (i.e. BMC Remedy), provide polite and friendly customer service, create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers. The successful candidate will provide input and update to standard operating procedures, participate in organizations change management process, support includes the management and support of Incident Tickets, Service Requests, Change Requests, and Identity Management Requests (Public Key Infrastructure and Centralized Directory Registrar related) for both on-site and off-site personnel.
Required Qualifications:
  • Must possess an active TS/SCI security clearance.
  • High School diploma or equivalent with 5+ years of related call center or service/help desk experience in a Windows environment.
  • Working knowledge of computers, printers, laptops, and common Windows applications.
  • Currently possess DoD IAT II certification, Security+ce.
  • Currently possess Microsoft Technology Associate (MTA) in Windows Server Administration Fundamentals (exam 98-365) or Windows 7 certification (exam 70-680 or 70-685) or higher level certification.  
Preferred Qualifications:
  • Large, Enterprise-level IT Experience in supporting multiple Operating Systems and environments.
  • Comprehensive knowledge of IT service desk requirements with the ability to complete difficult and complex assignments and ability to provide over the phone troubleshooting.
  • Experience working with demanding, high ranking customers and staff.
  • Experience with BMC Remedy IT Service Management software, SolarWinds network monitoring software, and/or account management for M3 and SMART.NEXT messaging system.
  • Currently possess ITIL v3 certification.
InCadence Strategic Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
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