Information Technology (IT)
Law Enforcement & Security
Creek Technologies is seeking a full time, on-site Service Desk Technician Tier II in support of the Federal Law Enforcement Training Center (FLETC) located in Brunswick, Georgia. The Service Desk Technician Tier II assists with more in-depth computing issues or problems, the installation and/or maintenance of IT and computer related equipment, and the monitoring of computer systems and operations, as assigned.
Meet established service level metrics for call response, technical support, and customer service.
Input trouble calls into ticket tracking system. Ensure all relevant information is gathered and documented.
Resolve trouble calls; in person at the help desk, over phone, through email, and on-site at customer's office or training venue.
Analyze and resolve trouble tickets utilizing tools such as remote desktop.
Identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets.
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
Verify issue resolution on the customer’s behalf.
Interface with infrastructure, database, and development personnel.
Actively contribute to ongoing process improvement.
Assess and document configuration, user requirements, processes and procedures.
HDI certification a plus.
CompTIA A+ certification strongly desired.
CompTIA Network+ certification strongly desired.
SKILLS AND ABILITIES:
Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets.
Excellent customer service skills with ability to use tact in handling difficult individuals and/or situation.
Ability to work well both individually and in a team environment.
Ability to actively listen, ask questions, and evaluate IT related issues.
Ability to organize and direct hardware installations on site surveys, as required.
Ability to coordinate post installation operations and maintenance support.
AS in Computer Science, Information Technology strongly preferred.
Bachelor’s Degree in a STEM field preferred.
Experience with Service Desk ticketing systems and workflows; familiarity with Avanti's HEAT enterprise IT Service Desk Management System is a plus.
Three or more years of detailed experience in providing end user systems support or related field.
Support with end-user devices.
Experience with MacOS.
Service Desk Technician Tier II position requires US citizenship.
Creek Technologies Company (CreekTech) is a Service Disabled Veteran Owned Small Business (SDVOSB) firm. Since 2007, Creek Technologies is dedicated to delivering innovative technology solutions that provide the best answers and solutions for the clients’ toughest challenges. We build and foster strong relationship with commercial and federal government customers by bringing together the right expertise and technology in a cost-effective manner utilizing industry best practices (ISO 9000-2008, ITIL, CMMI and PMBOK) governing engineering and service delivery. Our Leadership Team is committed to delivering thought management and leadership that cultivate success through innovative technologies and solutions.