Service Desk Technician
i3

Job Info

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Overview

i3 is seeking a Service Desk Technician with a professional and courteous demeanor to join our growing team! You will be responsible for providing technical desktop assistance and customer service to a large user base. This position is located at the i3 Corporate Office in Huntsville, AL.
Responsibilities

Customer Service:

• Provide direct customer service and technical support to local and remote users as required via phone, e-mail, online systems, and in person.
• Provide professional and personal assistance to team members in answering inquiries, locating information, and analyzing technical requirements at a moment's notice, sometimes in stressful situations. Follow-up with users until the issue is resolved.
• Grooming and dress must be appropriate for the position.
• A professional and courteous demeanor is required in all circumstances.

The Service Desk Tech's main technology emphasis should be to:

• Configure and install PCs, network printing devices, peripherals, and software, including physical attachment of equipment to the network.
• Familiarity and expertise in various operating systems (Windows 10, macOS).
• Familiarity and expertise in mobile devices (Apple iOS, Android, etc.)
• Familiarity and expertise in business applications such as Microsoft Office 365, and PDF software.
• Ensure system security is following company policy.
• Utilize tools such as Active Directory, Remote Desktop, etc.
• Operate audio/visual equipment such as Video Teleconferencing devices, projectors, and presentation hardware.
• Maintain and improve skills necessary to perform job functions.
• Maintain an awareness of trends within the technology industry, researching and testing to determine how they could help our company.
• Perform other duties as assigned.

Leadership/Direction:

• Activities will be directed, monitored, outlined, and supervised by a more senior-level technician and/or Manager.
• Receives initial instructions, equipment requirements, and advice from supervisor as needed.
• Performs recurring work independently. Work is reviewed for technical adequacy and conformity with instructions.

Activities:

• The Service Desk Technician will be familiar with desktop operating systems, office applications, hardware, installation/troubleshooting and have some knowledge of network systems and hardware.
• The candidate should be able to assist in planning and implementing projects such as migrations, upgrades, and deployment of new technologies.
• Assist in the development and implementation of procedures that support execution of Service Desk activities, including process flows.
• The Service Desk Technician should improve their ability to diagnose more complex problems and learn new skill sets in support of the IT Team mission.
• The candidate must be able to work on-call rotation.

Qualifications

• Minimum of 3-5+ years of experience in Helpdesk for both phone and desk side support.
• Experience working in a 500+ user enterprise environment with a broad range of technologies with a strong focus on Microsoft applications.
• Remote Desktop Troubleshooting Experience.
• Experience in using a Trouble Ticket system. Log all tickets with complete and pertinent details.
• Preferred certifications: CompTIA Security+ CE, Net+, A+, additional certs a plus.
• Must obtain a Security+ certifications within 6 months of hire.
• Must be eligible to obtain and maintain a DoD Secret Security Clearance.
• US Citizenship is required.

This is an onsite only position, no potential for remote work.
About i3

Headquartered in Huntsville, AL, i3 is a national leader in providing innovative technical and engineering solutions to a broad customer base across the U.S. DoD. Specializing in missile and aviation engineering and logistic services, electronic warfare and electromagnetic affects analysis, UAS system integration and flight operations, full lifecycle C5ISR engineering services, engineering analysis, cybersecurity and IT/IA innovative solutions and virtual training, simulation & serious game development and implementation.

• We were founded in 2007 with the intent to do business differently.
• Our focus is to leave our team members, our customers and our communities better than we found them.
• Our ultimate goal is to strengthen our Nation and our warfighter.

Perks and Benefits at i3:

• 100% team member owned
• Outstanding insurance coverage
• 401(k) match
• Health and wellness incentives
• Tuition and certification reimbursement
• Generous PTO
• Fun culture with company activities
• Countless opportunities to give back to the community through our charitable organization, i3 Cares

We work hard. We compete hard. We play hard. Apply now to join us!

This job has expired.