Helpdesk Manager
Horizon Industries, Limited
ITSM
Helpdesk Liaison
Hexagon US Federal
full-time
Posted on:
Location: Alabama • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cyber SecuritySQL
About the role
- Serve as the in-office technical point of contact, bridging application SMEs and on-site infrastructure
- Review emails, alerts, and incoming tickets to identify and address high-priority issues
- Sync with Helpdesk personnel to route and work tickets to closure
- Collaborate with system administrators, CAD Engineers, Cybersecurity team, and remote SMEs to resolve complex issues
- Participate in help desk briefings and identify and route Tier 3 support requests
- Maintain system documentation, lessons learned, and troubleshooting procedures for repeatability
- Assist with maintaining Help Desk Lessons Learned and improving troubleshooting procedures
- Provide on-call after-hours emergency support and perform scheduled maintenance tasks
- Stay current on proprietary systems, infrastructure changes, and evolving technologies to remain an effective frontline resource
Requirements
- Must be a US Citizen and have the ability to obtain and maintain a DoD Secret Security Clearance. Security Clearance not required at the time of hire
- Bachelor's degree with two or more years of applicable experience or equivalent applicable experience
- Current Security+ CE certification (preferred) or must be obtained within six months of the hire date
- Experience working in a primarily Windows-based enterprise environment as a system administrator
- Familiarity with standard administration tools such as PuTTY, Remote Desktop Protocol (RDP), PowerShell, Active Directory Users and Computers (ADUC), and Windows Event Viewer
- Working knowledge of Microsoft SQL and relational database concepts; ability to run queries, validate connections, and assist with database-related troubleshooting
- Experience troubleshooting hardware/software problems at the component level
- Excellent oral and written communication skills
- Capability to work independently and collaboratively with little supervision
- Willingness to travel to customer sites as needed (Travel: up to 20%)
- Ability to remain in a stationary position and operate a computer for extended periods
- Occasional ability to move or transport items up to 25 pounds
- Communicate effectively in English (verbal, written) and possess visual and auditory acuity
