Help Desk Specialist 2

Provides 365 days, 4 days a week, 10 hour a day shift (0600 - 2200) Help Desk support as defined by first response/Tier 1 and 2 support.

Work with a small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users

Provide health and status monitoring, and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.

Document and communicate outage information to co-workers and customers

Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.

Document all communications in a ServiceNow ticket system, escalate tickets as needed

Provide basic instructions on how to use services to both external and internal customers

Troubleshoot customer accounts and users ability to logon to the collaboration environment

Train and mentor junior members of the team

MANDATORY SKILLS: Three (3) years of Help Desk experience with a Bachelors Degree in a Business, Technical or Math related field. Five (5) years with an Associates Degree or seven (7) years experience may be substituted for the Bachelors Degree.

About Avid Technology Professionals

Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors.

Employee Benefits

The ATP Employee Benefits package includes:

• A Supportive and Equitable Working Environment that is both Stimulating and Challenging
• Competitive Hourly Salary
• Unique Employee Success Sharing Program that allows ATP employees to Share in Company's Successes
• Automatic Approved Overtime (as long as contract permits)
• Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing Component
• Company Medical Coverage Plans - HMO, Open Access, PPO plans
• Company Dental Plan - widely accepted, comprehensive, and flexible
• Progressive Overtime Policy
• Flexible Spending Account benefit
• Lucrative Referral Bonus Policy
• Holiday Scheduling that Coincides with Government Holidays
• Robust Professional Expenses & Training Program
• Computer Allowance
• Internet Allowance
• Short and Long Term Disability
• Life Insurance