Kratos is an Equal Opportunity Affirmative Action Employer EOE/Minorities/Females/Vet/Disabled.

All qualified job seekers are encouraged to apply. Kratos is committed to America's veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.

Disability Accessibility Accommodation

If you require an accommodation to navigate or apply to our careers site, please send your request to: accessibility@kratosdefense.com or call 858-964-2916.
Any inquires not related to requesting an accommodation will be discarded.

Service Desk Specialist

 
Job Tracking ID:  85347-291088
Location:   Fort Walton Beach, FL
Job Type:  Full-Time/Regular
Date Updated:  August 07, 2019
 
Invite a friend
facebook LinkedIn Twitter Email
 
 
 
Job Description:

GENERAL JOB SUMMARY:

Under the general supervision of the Service Delivery Manager and direction from the Sr. Service Desk Specialist, works in conjunction with the service delivery team and shares responsibility for the installation, system management and operation of all desktop and limited server and network hardware and software for systems at the local facility. The Service Desk Technician works as part of the IT team to maintain all assets, applications and services assigned to support the Business Unit, MSI.

ESSENTIAL JOB FUNCTIONS 

  • Maintain the front-end IT infrastructure (Workstations, Printers, Phone System, Smartphones, etc.) and ensure their reliability
  • Under the direction of  the Service Delivery manager or Data Center Operations Manager, assist in maintaining , monitoring  and troubleshooting  the physical and virtual server infrastructure at the site
  • Maintain, monitor and troubleshoot Windows desktop and server environments
  • Maintain, monitor and troubleshoot network based services: File and Print services, Email, Active Directory, DHCP/DNS/WINS
  • Configure, maintain, monitor, and troubleshoot document imaging solutions
  • Provide and maintain documentation of backup processes and retention periods
  • Provide Tier 1/2 support for customers and technical staff through online ticket system
  • Prepare and maintain written documentation of local site server and application environments
  • Work with vendors in the process of troubleshooting escalated incidents
  • Work with Senior Systems Administrators implementing new technologies
  • Participate in projects and attend required meetings
  • End user account maintenance; including account creation, ongoing maintenance and deletion
  • Document all interactions and problem resolution through the online ticket system
  • Follow and further develop standard Service Desk operating procedures
  • Assume ownership and provide consistent follow-through to assure problems are resolved and respond to last minute requests
  • Local order management of IT equipment and consumables 

SUPERVISORY RESPONSIBILITY:  

None 

Experience and Skills:

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:   

  • Working knowledge of LAN and WAN topologies and architecture.

  • Strong working knowledge of Microsoft server, Microsoft Active Directory.

  • Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 10.

  • Knowledge of IP Telephony preferred

  • The ability to work independently and as part of a team with a courteous and professional attitude;

  • Excellent time management and prioritization skills;

  • Software troubleshooting ability for problem research and error isolation;

  • Good listening skills; problem solving and the ability to handle multiple projects/clients at once in a fast paced environment

  • The ability to handle objections and counter professionally

  • Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges

  • Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency

  • Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint

  • Must have experience working with PC based hardware, software and networking components

  • Aptitude to learn, apply and solve technological solutions and/or challenges

Preferred Skills:

  • A+/Security+/Microsoft /Cisco/VMware/ITIL certifications

EDUCATION AND EXPERIENCE:

  1. +5 yrs information technology experience
  2. High School, Associates Degree or Technical School education
  3. Certifications from recognized programs that indicate mastery of systems, tools, and techniques relevant to the assignment may substitute for some experience.
  4. Strong MS Office skills
  5. Strong organization skills
  6. Ability to think independently and know when to escalate issues
  7. Attention to detail and accuracy in work produced; follow up strength to ensure customer satisfaction

WORK ENVIRONMENT / PHYSICAL REQUIREMENTS:

Some lifting and carrying of computer hardware, including monitors, not over 50 pounds, sometimes up or down stairs.  Some bending, crouching, or crawling may be necessary when connecting power and data cables.

Office and manufacturing environment. 

May work extended hours or weekends. 

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.

A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY.   THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS OR ABILITIES.

 


Additional Information:
 
Job Level:   Mid Career (2+ years)
Number of Openings:   1
Years of Experience:  
Level of Education:   Associate
Starting Date :   ASAP