Service Desk Associate - Entry Level

**US Citizenship Required**

This is a unique opportunity for applicants with a High School Diploma to gain IT Skills and a DoD Security Clearance along with real world experience to begin your career! We have immediate openings for the right applicants. We use employees from this Help Desk to promote to more advanced positions within our company.

Your motivation and willingness to learn could be mission critical for our STS team supporting the Federal Government in their mission to protect and defend our nation, transform the way government agencies manage information, and improve responsiveness to their customers. This Help Desk position is the first line of communication to resolve any technical problems our service members may have.

As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

Position Summary / Responsibilities:

We are currently seeking a motivated, career and customer-oriented Tier I Help Desk Agents to join our team in Jonesboro, AR to begin an exciting and challenging career with Sebastian Tech Solutions (STS).

Job Description:

Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. Follows all company and department documented policies and procedures. Identifies, diagnoses, isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and all troubleshooting performed. Maintains and updates records in Incident Management and Service Request system.

This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.

Required Education/Skills:

• Minimum 1 year of technical support experience in a call center environment
• Proven hardware/software troubleshooting experience
• Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service
• Ability to work well with all teammates in a fast-paced SLA driven environment
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
• Understanding of IT concepts/practices and experience with common Service Desk software.
• Proven ability to think and troubleshoot logically and act decisively in critical situations
• Experience supporting Microsoft Office and Windows OS in an enterprise environment
• Experience with account administration and password resets in a Microsoft Active Directory environment
• High school diploma or GED
• Must be a US Citizen and have ability to obtain a US Secret (or higher) clearance

Availability:

• Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
• Ability to arrive and start work promptly at beginning of scheduled shift
• Position is currently fully remote with the potential to transition on-site in the future

Desired Education/Skills:

• 2+ years of experience in computer hardware/software support
• ITIL Certification or HDI Certification
• Familiarity with government IT environment and administrative processes
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Strong working knowledge of Windows 10, Edge, FireFox, and Chrome browsers, VPN software, VDI, and other commonly used commercial products

Job Type: Full-time

Pay: $17.71 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• No experience needed

Schedule:

• 8 hour shift

Application Question(s):

• Do you have US citizenship? This position requires a security clearance

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)
• Help desk: 1 year (Required)

License/Certification:

• CompTIA A+ (Preferred)

Security clearance:

• Secret (Preferred)

Work Location: In person