Hexagonusfederal1mo ago

Help Desk Analyst

United States·Santa RitaEX40mid

OtherHelp DeskHelp Desk Analyst

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Quick Summary

Overview

Company Overview Hexagon US Federal is a proxy-governed subsidiary of Hexagon AB providing an ever expanding portfolio of Hexagon Technologies to U.S. Federal Government organizations, including defense and intelligence agencies to meet a variety of mission requirements.

Technical Tools

customer-support

Company Overview

Hexagon US Federal is a proxy-governed subsidiary of Hexagon AB providing an ever expanding portfolio of Hexagon Technologies to U.S. Federal Government organizations, including defense and intelligence agencies to meet a variety of mission requirements. With our unique capabilities and experience we transform state-of-the-art commercial technology into mission-specific solutions for our customers, partnering with them to solve their most challenging problems.

Quick Hits

Employees: 200

Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US

We are seeking a Help Desk Analyst in San Rita, Guam.

A day in the life of a Help Desk Analyst: The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures. Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures. Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, iPhones and iPads as well as multi-functional devices.

Are an individual that possess excellent communication skills, have the ability to logically and quickly break down problems to achieve resolution, are customer service oriented and able explain complex technical issues in a clear and understandable way to the customer, show patience in dealing with diƯicult customers and be a team player.

The ideal candidate will have recent and and significant experience of working in an Information and Communication Technology Help Desk.

CompTIA Security+ Certification Ability to remain in a stationary position and operate a computer for extended periods.

Occasional ability to move or transport items up to 50 pounds.

Communicate effectively in English (verbal, written) and possess visual and auditory acuity for tasks and safety.

Manage multiple tasks, prioritize, and maintain focus in dynamic environments.

Demonstrate strong problem-solving, critical thinking, and analytical skills.

Maintain consistent attendance, punctuality, and high professional standards.

High School Diploma

2 or more years of experience in related IT technical field

Ability to keep up with technical innovations and IT trends

Exceptional interpersonal and communication skills

Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance.