For over 30 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.
Yorktel is currently seeking a Help Desk Technician who shall work to provide systems monitoring and customer service functions. This position shall provide a number of technical support desk personnel that must support, at a minimum, the operational workloads.
The Help Desk Technician will be responsible for working a primary shift with the flexibility to work one of the other shifts when the necessity arises. Monday through Friday, excluding Federal holidays, during the hours of 7:30 a.m. to 9:00 p.m. EST. There may be a limited need for covering some overtime so the Help Desk Technician may need to be available for some extra time with very limited requirement for a weekend shift during shutdowns or some other unusual situation. This is considered a key position so the candidate must be willing and able to work during inclement weather even if the HQ's in Baltimore is shut down.
The Help Desk Technician responsibilities include, but are not limited to:
Perform technical support on issues related to the satellite network for troubleshooting SCS installations, de-installations, relocations, trouble tickets, and equipment changes
Respond to telephone calls and emails for SCS
Create, update, and close all incoming trouble tickets into the agency’s trouble ticket reporting system (see below Section B-2.5.18, “CAPRS”)
Ensure the Contractor-provided maintenance resolved the CAPRS ticket
Test new and existing SCS equipment and configurations with field technicians
Monitor all SCS broadcasts for video and audio quality, and resolve quality issues in accordance with best industry practices
Monitor the SCS network systems using existing and future management systems, and resolve performance issues in accordance with best industry practices
Support the installation and de-installation of all satellite equipment at the PEB
Excess satellite equipment from the PEB
Perform data entry for updating the SCS MS-Access database
Complete annual agency mandated on-line training
May require occasional lifting up to 25 lbs.
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid driver’s license
Valid Passport; International Travel may be required
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.