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Help Desk Support Technician

Company: Northrop Grumman
Location: Chandler
Posted on: August 5, 2022

Job Description:

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work - and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.Job DescriptionNorthrop Grumman Enterprise Services is seeking a Help Desk Support Technician; this position will be located in Chandler, AZ. Roles and responsibilities will include but not be limited to the following:

  • Serve as the first point of contact for customers seeking technical assistance in the classified environment.
  • Perform tier 1 support: support for basic customer issues, solve known problems, and fulfill service desk requests such as password resets and account maintenance.
  • Resolve issues surrounding computer hardware, software, network, and telecommunications systems.
  • Help customers navigate the ticket system and other processes.
  • Provide outstanding customer assistance with Windows and Linux questions.
  • Support customers by phone, remotely (on site), or in person.
  • Walk the customer though the problem-solving process.
  • Ask users questions to determine how they can best solve a problem using resources and technical knowledge.
  • Follow-up with customers to ensure issues are resolved.
  • Record, maintain, and update records in the ticketing system in a timely manner.
  • Triage tickets in the ticketing system and assist team members with ticket execution.
  • Document problem resolutions and create how-to documentation to asset team members and customers.
  • This position may be filled at Level 2 or Level 3, depending on the qualifications outlined below. Basic Qualifications for Level 2:
    • High School diploma or equivalent with 2 years of additional education and/or experience.
    • Must have excellent customer service skills and people skills.
    • Excellent oral, written, email, and phone communications skills.
    • Current DoD Secret security clearance is required on Day 1 of employment; maintaining the required clearance will be a condition of continued employment.
    • Experience troubleshooting, installing, and configuring Desktops running Windows OS (including Windows 10), as well as the Microsoft Office Suite (Outlook, Excel, PowerPoint, Word).
    • Must have Security+ CE or have the ability to obtain within 6 months of start date as a condition of continued employment.
    • Must have a cybersecurity mindset and the ability to educate others on it.
    • Self-starter with personal initiative, able to follow direction, good organizational skills.
    • Works well in a team environment; supportive, collaborative, cooperative, service oriented.
    • The ability to lift 40 pounds.
    • Flexibility to work a variety of shifts and available to work overtime.
    • Must be ablet to work onsite full time.
    • Must have since of urgency and attention to detail.
    • Must be proactive with solving issues. Basic Qualifications for Level 3:
      • High School diploma or equivalent with 4 years of additional education and/or experience.
      • Must have excellent customer service skills and people skills.
      • Excellent oral, written, email, and phone communications skills.
      • Current DoD Secret security clearance is required on Day 1 of employment; maintaining the required clearance will be a condition of continued employment.
      • Experience troubleshooting, installing, and configuring Desktops running Windows OS (including Windows 10), as well as the Microsoft Office Suite (Outlook, Excel, PowerPoint, Word).
      • Must have Security+ CE or have the ability to obtain within 6 months of start date as a condition of continued employment.
      • Must have a cybersecurity mindset and the ability to educate others on it.
      • Self-starter with personal initiative, able to follow direction, good organizational skills.
      • Works well in a team environment; supportive, collaborative, cooperative, service oriented.
      • The ability to lift 40 pounds.
      • Flexibility to work a variety of shifts and available to work overtime.
      • Must be ablet to work onsite full time.
      • Must have since of urgency and attention to detail.
      • Must be proactive with solving issues. Preferred Qualifications:
        • Bachelor's degree in relevant field.
        • CompTIA A+, Network+, Dell, HP, or other certification(s).
        • Experience with help desk support and customer service.
        • Experience with troubleshooting and problem solving.
        • Experience with remote administration.
        • Experience with PowerShell scripting.
        • Experience in Active Directory configuring user and computer accounts.
        • Cross-platform experience in Windows and Linux.
        • Experience supporting VMware VDI (Virtual Desktop Infrastructure).
        • Active DoD Top Secret security clearance. Salary Range: $36,400 USD - $60,600 USD Salary Range 2: $43,200 USD - $72,000 USD Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business. The health and safety of our employees and their families is a top priority. The company encourages employees to remain up-to-date on their COVID-19 vaccinations. U.S. Northrop Grumman employees may be required, in the future, to be vaccinated or have an approved disability/medical or religious accommodation, pursuant to future court decisions and/or government action on the currently stayed federal contractor vaccine mandate under Executive Order 14042 https://www.saferfederalworkforce.gov/contractors/ .Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO . U.S. Citizenship is required for most positions.

Keywords: Northrop Grumman, Chandler , Help Desk Support Technician, Professions , Chandler, Arizona

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