Help Desk Coordinator Iii
Charleston, South Carolina Area
Work in the Integrated Support Center located at NIWC (formerly SPAWAR). Responsible for providing basic level email and telephone support to end-user community on hardware, software and network related problems, questions, and use. Provides first level problem resolution on the telephone with users. Walks the user through a series of steps to determine problem and classify level, priority and nature of the problem. If unable to diagnose problem and/or problem requires physical interaction with end user, dispatches field engineers from appropriate team. Opens, tracks and closes trouble tickets within BMC’s Information Technology Service Management (ITSM) and Remedy. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.