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Service Desk Specialist, Mid-Level

Company: Independent Software
Location: Bossier City
Posted on: May 3, 2021

Job Description:

Who are we?

Independent Software is a consulting, product, and solutions firm dedicated to the practical application of software and system engineering technologies to solve complex problems. We bring together world class engineers with proven engineering best practices, domain expertise, commercial technologies and proven agile management approachesto create high value solutions aimed at helping our customers meet their most critical business and mission objectives.

Why Independent Software?

We are focused on continual learning and evolution. We dont do things because thats the way weve always done things; we listen to our employees and adapt to the changing marketplace. We look at the big picture and encourage our engineers to get training and certifications in emerging technologies that will help shape our customers mission.

We've been profitable year after year. We're always on the lookout for great engineers to join the team and we recognize that our employees are the heart and soul of what we do. We focus on recruiting talented people, treating them right, and then allowing them to do what they do best. No red tape. No micromanagement. Smart people want to work with smart people, and we love people who are passionate about what they do, and finding ways to do it better.

What you will be doing!

Independent Software is seeking a service desk specialist with the following experience:
  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network system/application access, and telecommunications systems.
  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
  • Develops new concepts and processes.
  • Analyzes root causes and resolves issues.
  • Supports more junior level technicians and specialists in their activities.
  • Can perform all tasks of lower level technicians or specialists.

Required Experience:
  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
  • Provides polite and customer friendly service support for problem resolution
  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
  • Documents incident status and solutions in incident database tools
  • Possesses current working knowledge of computers, printers, laptops and common windows applications
  • Works through various types Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Certifications:
  • DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order (A+ CE, CCNA-Security, CND, Network+ CE, SSCP)
  • Applicable software or hardware training and certifications commensurate with the technical objectives, services required and IT environment specified within the task order

Education:

High School Diploma + 4 years, Associate's Degree + 0 years, or a Bachelor's Degree + 0 years experience


Shift:
  • Flexibility necessary
  • Primarily DAY Shift (6:00 am - 2:00 pm)
  • This position does require employees to work one weekend day a month.

Clearance: THIS POSITION REQUIRES A CURRENT TS/SCI WITH FS POLYGRAPH CLEARANCE!!!

TopReasons to Work at Independent Software:
  • Great people deserve even better benefits, from comprehensive healthcare coverage and generous leave time todiscounts with all of our vendors.
  • You are not just a job title. That's why we tip the work-life balance scale in your favor. It's not about being billable, it's about being valuable.
  • Whether you're working on-site or in our offices, your role at Independent Software is just as critical to our success as your coworker's.
  • We're constantly researching and implementing the latest technology so you've always got the right tools at your disposal.
  • As we've grown, we've retained that small company feel. When we say we have an open door policy, we actually meanit.
  • Independent Software is comprised of wonderfully generous folks. We believe in supporting the causes our employeescare about. Bring us an opportunity to help and we'll listen.
  • Teamwork got us where we are today. Our collaborative environment allows you to maximize your true potential.
  • The work we do is exciting, critical stuff. No matter your role at Independent Software, you're helping us keep the nationsafe and secure.
  • We have a history of great achievement and, with each year, our company gets even bigger and better. As we grow, sodoes the opportunity for our employees.
  • We host a variety of fun employee and family events throughout the year to say thanks for all that you do to makeIndependent Software a technology leader as well as a phenomenal place to work.
Benefits:
  • Competitive salary
  • 100% company paid BC / BS insurance premiums for family health, dental, and visioninsurance plans
  • 401(k) retirement plan withcompany paid match of gross salary
  • A generousPaid Time Off and Holiday package
  • Lots of paid training! Weencourage all employees to seek out training opportunities like conferences, certification courses and seminars.
  • We truly believe the right work-life balance can exist, and it's here at Independent Software. Our work is extremely important, but your job is just a part of who you are. When you enjoy your life outside of our walls, you're at your best the next time you walk through our doors. We do all we canto assure that happens every day.
Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.

Keywords: Independent Software, Bossier City , Service Desk Specialist, Mid-Level, Other , Bossier City, Louisiana

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