IT Help Desk Specialist Job in Baltimore 21075, Maryland Us

Security Clearance: Public Trust

Prior experience in customer service/ phone support in a high call volume IT help desk/call center environment.

Ability to demonstrate excellent written and oral communication skills, and strong customer service experience. Experience with Windows 2000 / XP, and MS Office and familiar with Office 2007, including supporting Outlook messaging issues.

Ability to demonstrate strong phone skills.

Under limited supervision the Help Desk Specialist will provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. Help Desk Specialist will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. Document and track support activity and clearly communicate technical solutions in a user friendly professional manner. Candidate will perform all other related duties assigned. Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to CMS. Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing CMS customers w/ service outlined in Service Level Agreements (SLAs) for First Call Resolution (FCR), Abandon rate, Queue Management.

A+, Net+, MCP, MOUS and CNA Certification preferred.
Experience working with Trouble Ticket Tracking Systems such as, Remedy, Track-IT, HEAT, or Magic.

A Total Value package.

There is much to be said about the Lockheed Martin Total Value package. Part of the package involves a commitment to develop top talent from within as well as provide access to a wide range of training programs and services. There is also the opportunity to work in exceptional environments marked by: Project Significance, Quality People, Recognition, Learning and Development, Internal Career Mobility, Competitive Pay, Excellent Benefits.

A commitment to your work/life balance.

Part of the Lockheed Martin experience includes a focus on work/life satisfaction. We offer programs and policies that include: Flexible/Alternative Work Schedules and Casual Dress at many locations, Telecommuting, Tuition Assistance, Employee Assistance Program, Fitness Centers, Birth/Adoption Leave, Domestic Partner Benefits, Adoption Assistance.

At Lockheed Martin, we are driven by innovation and integrity. We believe that by applying the highest business ethics and visionary thinking - everything is within our reach, and yours.
We invite you to explore the possibilities with one of the foremost systems engineering, software and systems integration companies in the world.
Exceptional choices in careers, challenges, and locations across the nation.

Lockheed Martin Aeronautics
Join in designing, building and supporting the world's most sophisticated military aircraft. Your involvement may include:

Lockheed Martin Space Systems
Lay the foundation for future space systems. A sampling of programs includes:

Lockheed Martin Electronic Systems
Pioneer, integrate and deliver cutting-edge technologies across three key areas: maritime systems and sensors, missiles and fire control programs and platforms, training and transportation solutions

Lockheed Martin Information Systems Global Services
Delivers world-class solutions and advanced technology globally across a broad spectrum of domains.

Diversity and inclusion
What we believe...what we live. You will find that we are both a uniquely diverse and unified team; reflecting many cultures and points of view.

An Equal Opportunity Employer.

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