Job Title: Help Desk Specialist III
Location: St. Louis, MO
Security Clearance: Secret
Experience: 4-6 Years 

Essential Job Functions:

• Responsible for the resolution of requests/issues in a timely manner and within prescribed Performance Requirements, Service Level Agreements (SLA) and Operational Level Agreements (OLA).
• Utilize the primary USCG ticketing system, currently CGFixIT(BMC Remedy™), to properly document and respond to all incidents, service requests, updates, patches, configuration changes, and maintenance IAW applicable USCGprocess guides, policies and procedures.
• Interface with various internal CG and DHS service providers on a wide range of issues such as Networks and Networking Equipment, Email, Domain Controllers (DC), Windows Internet Naming Service (WINS), Domain Name Service (DNS), Dynamic Host Configuration Protocol (DHCP), Voice over Internet Protocol (VOIP), contingency support and various other IT system management software andtools.
• Possess excellent customer service communication skills (also referred to as “soft-skills”). Key interpersonal soft skills include self-motivation, ability to communicate effectively, self- awareness, teamwork, work ethic, time management, problem solving and ability to work under pressure. Required telephone etiquetteincludes professional behavior that leaves end user with a favorable impression, active listening, speaking and writingclearly.

Education/Certifications:

Secret (interim secret) clearance, IT-II investigation; DoDI 8570.01-M (IAT-II, Sec+CE),

Required Knowledge/Experience:

• Windows 10 desktop
• Microsoft Office 365
• Active Directory
• SharePoint
• SCCM
• File Servers
• LAN network equipment (installation and maintenance)

Preferred Knowledge/Experience:

• Ability to balance multiple tasks simultaneously and transition between projects
• Ability to work both independently and effectively in teams