Thales Defense & Security, Inc.

  • Associate Helpdesk

    Location US-MD-Clarksburg
    Posted Date 1 week ago(5/17/2018 2:00 PM)
    Job ID
    Information Technology - Business Applications/Help Desk/Network/Web - All
    Experience (Years)
    Erin Cresswell
    Minimum Degree
    Not Required
  • Overview

    Thales Defense & Security, Inc. is a global company serving the defense, federal, and commercial markets with innovative solutions for the ground tactical, airborne and avionics, naval/maritime, and public safety and security domains. In addition to mission-critical communication systems, the company provides helmet-mounted displays and motion tracking technologies; SATCOM terminals; advanced sonar systems; air traffic management navigation, surveillance, and simulation; and data protection solutions. Furthermore, the company serves as a gateway for technology, leveraging Thales-wide solutions—such as combat management systems; naval, airborne, and ground ISR; and electronic warfare—to address U.S. requirements. 



    Under minimal supervision, the successful candidate will:

    • Troubleshoot computer system problems and provide solutions full-time via phone support using specific product knowledge, system utilities, and other available resources
    • Follow established policies, procedures, operating instructions and processes to provide quality customer support to clients via telephone and/or Help Desk Management application
    • Log and properly document all issues, follow-up, and resolution information for each assigned ticket
    • Identify customer concerns or issues and resolve, or escalate to Level II Help Desk Technician Team as appropriate
    • Pro-actively seek out solutions to less common problems, develop workarounds, and attempt to perform Level 2 issues as required
    • Utilize resources such as FAQ’s, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions
    • Maintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study
    • Demonstrate a consistent sense of urgency on open issues to ensure timely resolution
    • Ensure timely follow up to all assigned open Help Desk tickets
    • Provide training to other team members as required
    • Provide assistance to other team members as required
    • Participate on special projects as required
    • Document issues for self help and support for Level 1 Help Desk technicians
    • Participate in after hours and weekend support as required for special projects
    • Minimum 6 months previous Help Desk customer support experience
    • A + Certification is a plus.


    • Excellent interpersonal, phone and customer support skills
    • Ability to work on a rotating on-call team to support the Company 24/7
    • U.S. Citizenship
    • Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information systems
    • Basic knowledge of MS Windows 7/10 Operating Systems
    • Basic Knowledge of IPhone
    • Basic knowledge of MS Office
    • Experience working with Help Desk ticket management software
    • Basic knowledge of PC Software/PC Hardware installation, troubleshooting and repair
    • Excellent Customer Service skills
    • Ability to multi-task in fast paced environment
    • Ability to exercise patience and professionalism during stressful situations
    • Ability to follow established guidelines and instructions
    • Self-driven and motivated
    • Ability to lift equipment weighing up to 50 lbs
    • Ability to quickly learn fundamental understanding of commonly used software, hardware, and currently utilized processes
    • Good problem-solving skills
    • Valid Driver’s License
    • Must speak fluent English


    Desired but not essential qualifications


    • LAN and WAN skills
    • Net+
    • Printer troubleshooting and repair
    • Basic Active Directory Administration
    • Basic SMS/SCCM experience


    Thales Defense & Security, Inc. participates in the United States Department of Homeland Security's E-Verify program.


    Thales Defense & Security, Inc. is an Equal Opportunity /Minorities/ Females/ Vet/ Disabled Affirmative Action employer.


    We welcome and encourage diversity in our workforce.

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