Job description
About Octave Federal Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle
- Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option. Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most. Octave Federal, the new brand identity for Hexagon US Federal, is an independent subsidiary of Octave exclusively focused on bringing the broad range of Octave technologies to the US Federal government and its partners. With more than 40 years of experience, we empower agencies and industry partners to operate with speed, precision and greater confidence. Quick Hits Employees: 150 Operating Locations: Chantilly, VA (HQ); Huntsville, AL; Lanham, MD, and other client sites across the US We are seeking a Help Desk Analyst in San Rita, Guam.
A day in the life
The ideal candidate ensures that the Help Desk operates as a highly professional service that meets the needs of the customer. Follows procedures and process requests for assistance from users in a pleasant and professional manner. Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to procedures.
Ensures log entries of user contacts provide information on faults and problems. Follows agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log. Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures.
Task includes verification, support, and resolution of service tickets in the current IT ticket system related to IT customer support. Also includes end devices support such as cellular phones, tablets, i. Phones and i. Pads as well as multi-functional devices.