Service Desk Support Staff

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Department Summary (Optional):

The MITRE Corporate Service Desk is seeking an individual with excellent communication skills and technical aptitude with experience in IT support in an Enterprise environment to join our team. The primary focus of this position is to provide first level support with diagnosis, identification, and resolution of problems of varying complexity with hardware, software, networks, servers and corporate data systems.

Job Responsibilities (Required):

• Follow defined Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Bring technical expertise to bear, sharing technical knowledge and experience in a team setting.
• Educate and guide MITRE employees in using MITRE tools, technology, and the information and knowledge infrastructure effectively.
• Collaborate with other Service Desk employees on problems, process and procedure, special projects and other issues of importance to the Service Desk.
• Provide 1st tier and 2nd tier technical support to internal MITRE employees with software: Windows 10, Mac OS & OSX, MS Office, (primarily Outlook), LAN, VPN, and remote devices, hardware and peripherals, and other technologies.

Required Qualifications (Required)

• 1 year experience working on a technical help desk in a corporate environment.
• High school diploma or equivalent, plus 1 year of job-relevant work experience
• Proficient at solving problems with Windows 10, Mac OS & OSX, MS Office applications and mobile & remote access services.
• Excellent customer service, communication, and troubleshooting skills.

Preferred Qualifications (Optional):

• CompTIA Security+, CompTIA A+ Certification, HDI SCA certification, ITIL certification.

This requisition requires the candidate to have a minimum of the following clearance(s):

None

This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s):

None

Work Location Type:

Hybrid

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