Martin Defense Group, a privately-owned defense contractor, is seeking a Helpdesk Specialist. The incumbent will join a group of talented Engineers, Scientist, and Innovators with tremendous top-side potential devoted to solving novel technological problems with national defense implications in the fields of Cybersecurity, Autonomy, and Naval Architecture among others. This position can be in our South Kingstown, RI or Honolulu, HI office location and remote or off-site work will be considered on a case-by-case basis. If you think this opportunity is aligned with your career interests, do not hesitate to apply!

ESSENTIAL FUNCTIONS:

• Serving as the first point of contact for customers seeking technical assistance over the phone, chat client or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions, determining the best solution based on the issue and details provided by customer.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Redirect unresolved issues to the next level of support personnel
• Administers end-user workstations and supports end-user activities on a mixed operating system environment consisting of Windows and Linux PCs.  
• Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions
• Performs and/or oversees software and application installation and upgrades.
• Maintains software licenses for department/organization.
• Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Assists personnel of other departments as a computer resource.
• Performs other duties as assigned.

EDUCATION and EXPERIENCE:

• Degree in related field and 1-2 years helpdesk experience, or equivalent applicable work experience

SKILLS/TECHNICAL KNOWLEDGE:

• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain personal computers, networks and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures and techniques.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.