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SOC, LLC Service Desk Technician Peterson AFB in Colorado Springs, Colorado

Service Desk Technician - PETERSON AFB We are currently seeking a motivated, career and customer orientedService Desk Technician to join our team to begin an exciting and challengingcareer. PRIMARY RESPONSIBILITIES: * Service Desk Technicians shall operate the help desk phone system andservice desk tracking system, answer incoming user calls or requests, logtickets and service requests, review incoming tickets and servicerequests, research and provide resolution to user problems, escalatetickets and requests to appropriate personnel, as well as monitor and reporton service desk performance * Assist in the development and implementation of procedures thatsupport execution of Service Desk activities, to include process flows,defined roles and responsibilities, knowledge base articles, and reportingschema to enable the establishment of appropriate touch points and engagements * Ensure that all support requests are well documented in the ITticketing system from the creation of the ticket to the successful resolutionand provide clear understanding of open ticket status * Communicating with internal customers, team members and managementregularly during all aspects of service desk operations and ongoing technicalissues * Track and analyze trends in Service Desk requests and generatestatistical report as needed * Identify problems and implement solutions, identify, recommend,develop, and implement customer training programs to increase computerliteracy and self-sufficiency QUALIFICATIONS: * High school degree or equivalent * 3-5 years experience * Must have active Secret Clearance * DoD 8570 IAT I Certification * Must have active CompTIA A+ or Security+ certifications * Hands-on/technical knowledge of core technologies including but notlimited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, VideoConferencing fundamentals and printing #dzfed..SOC, a Day .and. Zimmermann company, is an Equal Opportunity Employer, EOEAA M/F/Vet/Disability.Employer's Job# 229754Please visit job URL for more information about this opening and to view EOEstatement.