Elbit Systems of America

Elbit Systems of America is a leading provider of high performance products, system solutions, and support services focusing on the defense, homeland security, commercial aviation, and medical instrumentation markets.. Scope: The Help Desk Service Specialist II agent primary role is to field incoming customer support phone calls and tickets regarding their computer issues, open tickets, and to resolve or escalate based on the type of issue and/or priority.. A+/Network+/Security + - CompTIA Certifications. Voluntary Benefits Available: Longer Term Care, Legal, Identify Theft, Pet Insurance, and many more options. Voluntary Tricare Supplement available for military retirees

help desk specialist ii

Company Description

Elbit Systems of America is a leading provider of high performance products, system solutions, and support services focusing on the defense, homeland security, commercial aviation, and medical instrumentation markets. With facilities throughout the United States, Elbit Systems of America is dedicated to supporting those who contribute daily to the safety and security of the United States. Elbit Systems of America, LLC is wholly owned by Elbit Systems Ltd. (NASDAQ: ESLT and TASE: ESLT), a global high technology company engaged in a wide range of programs for innovative defense and commercial applications. For additional information, visit: www.elbitsystems-us.com or follow us on Twitter.

Job Description

Scope: The Help Desk Service Specialist II agent primary role is to field incoming customer support phone calls and tickets regarding their computer issues, open tickets, and to resolve or escalate based on the type of issue and/or priority. Also performs a variety of account work, software installation, customer support and training tasks to ensure computers are within company standards. This is a hybrid position that requires some physical presence at an Elbit America facility.

Responsibilities & Tasks:
Display a solid knowledge of technology fundamentals needed for technician role Provide support for computers and peripherals.
Serve as the first point of contact for customers seeking technical assistance over the phone or via a ticket. Determine the best solution based on the issue and details provided by customers
Analyze, support and resolve customer technical issues including, malfunctions or issues with system applications, data communications, email, remote access, and software and hardware peripherals associated with the desktop.
Coordinate issues and solutions with other IT support personnel and users. Respond to user issues in a timely and effective manner.
Work as part of a team.
Track support issues using a ticketing system
Ensure compliance with established company security policies and accepted risk impact to the business.
Direct unresolved issues to the next level of support
Identify and suggest possible improvements on procedures
Provide remote support to all Elbit America sites/employees.

Qualifications

Education (Highest Level Required/Preferred):
Associate Degree Preferred (3+ years functional experience may substitute)
High School Degree Required
Certifications/Licenses:
Preferred:
A+/Network+/Security + - CompTIA Certifications
MCSA – Microsoft Certified Solutions Associate
Experience Required:
Functional (Using Skill Set): 3 years
Knowledge, Skills, Abilities (Unique and Measurable):
ManageEngine Service Desk Plus or equivalent issue/request ticketing system.
Experience supporting Windows 10 computers and MS Office Suite.
Microsoft Active Directory.
Ability to troubleshoot hardware and software issues related to computer systems and peripherals.
Exceptional customer service and communication skills verbal and written.
Ability to diagnose and mitigate basic hardware, software and network connectivity issues.
Ability to quickly determine customer issues and act to solve problems.
Ability to assist users via remote support tools.
Communicate to the appropriate audiences, clearly and concisely, in written and oral formats about decisions, plans, and tasks in a timely manner.

Working conditions or physical demands in this job:
Uses standard office equipment, computers, VoIP phones, photocopiers
Professional Fast-paced environment
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Additional Information

Here Are Some of the Great Benefits We Offer:
Most locations offer a 9/80 schedule providing every other Friday off
Competitive compensation & 401k program to plan for your future
Robust medical, dental, vision, & disability coverage with qualified wellness discounts
Basic Life Insurance and Additional Life & AD&D Insurances are available
Flexible Vacation & PTO
Paid Parental Leave
Generous Employee Referral Program
Voluntary Benefits Available: Longer Term Care, Legal, Identify Theft, Pet Insurance, and many more options
Voluntary Tricare Supplement available for military retirees

It has been and will continue to be the policy of Elbit Systems of America to recruit, hire, train, and promote into all job levels based solely upon job-related qualifications without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, genetics or citizenship status.
EEO STATEMENT:
Elbit Systems of America is proud to be an Equal Opportunity Employer of Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity. Your information will be kept confidential according to EEO guidelines.
ACCESSIBILITY:
Elbit Systems of America is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email recruitingfw@elbitsystems-us.com.

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