IT Help Desk Technician - New Orleans

RSDCGroup, LLC (RSDC) is a Veteran Owned Small Business (VOSB) with a presence in the Washington, DC Metropolitan area headquartered in Arlington, Virginia with offices nationwide. We deliver results for our customers through accurate requirements capture and our Strategy to Operations solutions approach which results in positive impact and enduring change that drive value in our client’s organizations. Alignment. It is more than a word to us – it is at the heart of what we do.RSDC is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions for the Department of the Navy Enterprise Service Desk (NESD) and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.RequirementsRESPONSIBILITIESAssisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels includng phone, email, chat sessions, web forms, and other communications methods availableApplying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articlesThoroughly documenting requests and incidents according to business processes and standard operating proceduresDocumenting detailed, specific work notes regarding the interaction with the customerProviding case status updates to management and end-users according to service level guidelinesMaintaining a high level of courteous customer service at all timesCommunicating with customers at all levels of technical and non-technical skills setParticipate in Business Development, Capture of new opportunities, Proposals related to subject matterKNOWLEDGE, SKILLS, ABILITIES & EXPERIENCEGeneral experience:Intermediate level of technical experience with softwareExperience providing support via remote toolsDemonstrated root-cause analysis skills

Specialized experience:Experience in analyzing and troubleshooting military software systems preferredWHAT WE ARE LOOKING FORYou MUST have:A high school diploma or equivalent; AND2 or more years of related experienceSECRET government clearanceAbility and willingness to obtain an ITIL or HDI certification within 90 days of hireAbility and willingness to work and adhere to any full-time shift in our structured, 24 X 7 help desk environmentWe PREFER you have:Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/ AfloatBenefitsHealth Care Plans, various options (Medical, Dental & Vision)Paid HolidaysPaid Time Off/VacationRetirement Plans / 401K MatchingTuition AssistanceEmployer Paid Short Term & Long Term DisabilityEmployer Paid Life Insurance