Help Desk Specialist- Tier 1

Job Title: Tier 1Help Desk Specialist
Location: Kodiak, AK
Clearance Required: Public Trust Eligible
Description
IBSS is looking for a Part-Time Tier 1Help Desk Specialist. This position requires someone who can work independently and within a team setting. The highest priority is working with customers and providing top-tier customer service.
Key Responsibilities:

• Provide on-site and remote technical service support, installation, configuration, and problem resolution for Windows/ Apple / MAC / Mobility and Network environments, including computer peripherals (Printers, plotters, etc.).
• Assist with documenting Standard Operating Procedures (SOPs) for performing repeatable tasks and User Guides that walk customers through the steps of using and configuring various technologies example: a document on how to take a screenshot
• Provisions and manages multiple systems through executing processes for imaging, repair, and configuration
• Contribute to process improvement efforts
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems, keeping the customer informed of status during the resolution process
• Accurately document and report problems using ticket management system by categorizing, prioritizing, and keeping incident status up to date
• Perform meeting, webinar, and video teleconference setups
• Provide as-needed support for other technical projects, including project task management
• Build strong relationships within IT and programs by working across organizational boundaries to resolve customer incidents and requests
• Create a positive customer support experience by ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Assist with identifying trends in issue reporting and developing preventative solutions
• Maintain awareness and adherence of security measures, policies, methods, and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes.
• Coordinate timely repair of hardware with outside vendors
• Coordinate with Other service desk staff in regard to inventory and asset management for the Kodiak site, including preparation of devices for recycling

Required Skills /Education/ Certifications & Qualifications:

• Maintain an intermediate understanding of user environments, including IT hardware repair and OS management (Windows 7/10, Ivanti, Dell, etc.)
• Assist with developing, implementing, and executing procedures for migrating customer workstations from Windows 10 to the Windows 11 operating system
• Experience with Windows 10/Windows 11

About IBSS Corp.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by investing in their growth and development. As a result, our employees bring greater capabilities and provide an exceptional level of service to our clients. In addition to creating career development opportunities for our employees, IBSS is passionate about giving back to the community and serving the environment. We strive to leave something better behind for the next generation.

We measure our success by the positive impact we have on our employees, clients, partners, and the communities we serve. Our tagline, Powered by Excellence, is a recognition of the employees that make up IBSS and ensures we deliver results with quality, applying industry best practices and certifications.

IBSS offers a competitive benefits package including medical, dental, vision and prescription drug coverage with company-paid deductible, paid time off, federal holidays, matching 401K plan, tuition/professional development reimbursement, and Flex-Spending (FSA)/Dependent Care Account (DCA) options.

IBSS is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Click https://www.eeoc.gov/poster to see, The EEO is the law.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the HR Department, Francesca Urrutia at (703) 826-4302, or email at HR@ibsscorp.com