Help Desk Technician- Level I

*** Hours for this position are12am to 8am (with potential weekend coverage)***

Sentrillion is currently seeking a talented Help Desk Technician- Level I to provide support in Sierra Vista, AZ from the hours of 12am to 8am- Midnight shift. The Help Desk Technician- Level I will support a contract with the US Customs and Border Protection Agency by providing services by providing technical support to customers, Area Maintenance Technicians (AMT), and installation operations personnel.

Specific duties include the following:

• Provide technical assistance and support to customers, Area Maintenance Technicians (AMT), and installation operations personnel for all Sentrillion contracts.
• Open, update, and close maintenance records in the Nationwide Operations Resource Management system (NORMS); document all actions taken to solve issues.
• Provide telephonic technical assistance and support.
• Assign trouble tickets to appropriate maintenance personnel.
• Provide after-hours on-call telephonic technical support according to published schedule.
• Monitor and report status of open trouble tickets.
• Document all maintenance actions.
• Assist with monitoring of open maintenance trouble tickets.
• Solicit and maintain customer feedback data.
• Perform other duties as assigned.

QUALIFICATIONS/ EXPERIENCE (Required):

High school diploma or equivalent required. Associates Degree in Information Technology or related field preferred.

ABILITIES REQUIRED:

• Ability to successfully pass a security background investigation.
• Strong communication skills both verbal and written. Ability to collect and convey complex technical information in an easily understood manner.
• Strong interpersonal skills, able to interact at all levels of the organization and with customers.
• Strong detail-oriented skills; able to multi-task and change priorities quickly.
• Must be able to use Microsoft Windows and Office platforms.
• Ability to work designated schedule which includes weekends and Holidays as well as maintain attendance and punctuality.
• Valid driver's license; ability to meet Sentrillion Safe Driving Requirements.

SPECIAL PHYSICAL REQUIREMENTS

• Able to sit at computer for 6-8 hours a day.
• Able to use computer, keyboard, mouse, and printers.

Sentrillion is an EEO Employer / Protected Vet / Disabled