Jobs and Careers

Journeyman Help Desk Support (2812)

United Statesfull_timeVerifiedPosted 9 Feb 2025

About the role

PSI Pax, Inc. has an exciting opportunity for a Computer User Support Specialist Journeyman to join our team in support of our Client in NAS Patuxent River, MD.
Essential Job Functions & Responsibilities:

Provide Tier 1 technical assistance to computer program users.
Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
Provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for
service.
Resolve incidents or requests as required.
Conduct customer satisfaction call backs and record results.
Attend ongoing Government-provided knowledge transfer and training sessions.
Stay abreast of all changes in standard operating procedures.
Utilize the Knowledge Management System to assist with call resolution.
Attend team meetings as required.

Required Qualifications:

Three (3) to Ten (10) years of experience performing work related to the functions in the job description.
Eligibility to obtain and maintain the required Navy Public Trust clearance (minimum) or Higher clearance.
Must be able to work on-site at NAS Patuxent (PAX) River, MD.
Must be able to attend an on-site four (4) week training program at NAS PAX River.
Must have the ability to work a flexible schedule, which may include night shifts, weekends, and some holiday shifts.
Open availability to accommodate surge, fill in for absentees, and other duties within the Tier 1 agent tasks as required.
Extensive knowledge and experience of customer service.
Good interpersonal, Problem-solving, and Time management skills.
Good written, oral, and interpersonal communication skills.
Strong attention to detail, organizational skills, and a commitment to quality.
Ability to conduct research into PC and software issues and products as required.

Desired Qualifications:

A current, active Non-NISP Clearance, Public Trust or higher-level US clearance
Tier 1 Help Desk experience is a plus.
Help Desk certification is a plus.

Education Requirements:

Must have a BA/BS degree.

Education Substitution:

Associate’s Degree plus 4 years of additional work experience may be substituted for a Bachelor’s Degree or
High School diploma or GED with formal IT related trade school training (i.e. IT related post-secondary non-degreed award / certificate program, industry recognized certifications and commercially available training programs) and 6 years additional experience

PSI Pax, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation or genetic information.PSI Pax, Inc. is an E-Verify Participant