Enterprise Services (ES) Help Desk Technician Job Posting

Position: Enterprise Services (ES) Help Desk Technician
Location: Fort Sam Houston, TX
Job ID: MR07011

Decypher currently seeks a dedicated Enterprise Services Help Desk Technicians to provide Enterprise to provide services and technical support with hardware and software issues related to facilities management, security management, phone systems and Video/Tel comm systems to the US Army and their worldwide customers.

Responsibilities

• Provide 24/7/365 service desk support (to include weekends and holidays) on revolving shifts


• Provide prompt and courteous customer service to a global client base


• Provide technical support for troubleshooting hardware problems, network issues, servers, operating systems (Microsoft), enterprise applications/software, and monitoring network connectivity, Active Directory and Exchange system performance


• Provide In-house support of facilities management, security management and phone systems


• Receive calls, messages, emails concerning computer and communication related issues


• Manage a queue of incident tickets based on established priorities


• Generate issue ticket using Remedy service desk software application


• Analyze incident and determine level of support required


• Isolate and resolve issue and elevate issues that cannot be handled remotely


• Track issues through resolution


• Provide services and support in response to customers with hardware and software issues, by logging and resolving issues related to:


• Microsoft Front Office (MS Office and related) applications


• Microsoft Back Office applications (e.g. SMS, SQL, Active Directory, and Exchange)


• Common desktop applications (e.g., Acrobat Reader, Winzip)


• Army Medical Department enterprise distributed security applications and


• Familiarity with one or more enterprise system


• Commercial off the shelf (COTS) and Government off the shelf (GOTS) applications as required


• Perform network troubleshooting

Qualifications

• High School diploma or equivalent (Associate Degree Preferred)


• 1 year experience providing end-user phone support for current PC desktop and application software or one year installing, upgrading, troubleshooting and repairing personal computers in a network environment


• Understanding of desktop operating systems, various software applications and basic hardware for the PC; principles and theories of network systems and management; Internet technologies and products


• Proven ability to identify computer related issues, troubleshoot to isolate to issue area and resolve issue


• Experience using Remedy service desk software application


• CompTIA A +, Network+ or Security + Certification

Additionally, one or more of the following certifications:

• Microsoft Certified Professional (MCP)


• Microsoft Certified System Engineer (MCSE)


• Microsoft Certified Desktop Support Technician (MCDST)


• Service Desk Institute Desktop Support Technician (HDIDST)


• Must be able to favorably complete a security background check and National Agency Check


• Prior DoD or Federal Service desk experience (Preferred)

About Decypher:

• Decypher is a full-service consulting firm with the sole purpose of making our clients and employees successful. Our Technology, Learning, Organization & Strategy solutions are provided to military, government, and commercial clients globally


• Recognized by Texas Monthly as "One of The Best Companies to Work for in Texas- 2012" and Diversity Business.com as "The Top 500 Women Owned Businesses in America - 2012", Decypher's list of awards and recognition continues to grow because of our talented and dedicated team of associates and consultants


• At Decypher, we strive to create an engaged culture that recognizes talent and promotes personal and professional growth

We offer competitive, company paid benefits,
to include (but not limited to):

• Comprehensive Health Insurance (medical, dental and vision)


• Short Term and Long Term Disability


• Matching 401k Program


• Life Insurance


• Tuition Reimbursement


• Three (3) Weeks of Paid Leave


• Ten (10) Paid Holidays Annually


• Decypher is an EEOC