Intermediate Helpdesk Specialist

Company Name:
TeleCommunication Systems, Inc.
Primary Duties:
Provide a support desk to receive and log trouble and service calls from higher level help desks, between the hours of 0600 - 0600, 7 days a week (24x7x365.
Established trouble ticket system to track and resolve reported incidents, and unauthorized outages.
Open tickets as soon as an outage or incident is reported, and is responsible for corrective actions related to the outage and incident.
Close tickets when service restoral is validated by either customers or monitoring staff.
Work with the incident management process owner and Tier-1 staff to continually recommend improvements to the incident management process and assist in standardizing tasks for resolution in Tier 1.
Utilize standardized processes to aid in the resolution of service and incident calls. Where a standard process does not exist, the Contractor shall submit a recommended standard process to the Government for review and approval.
The process shall document the handoff and interface points between organizations, and Tier-3 engineering and contractor support.
Reports shall be generated on a monthly basis to show the number of open tickets, the response and resolution times of tickets, analysis of the tickets (e.g., nature of the trouble calls, information about callers, and any re-opened tickets), and any tickets open for longer than what is specified in SLAs.
ITIL Foundation, Security +

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