Description

Highlights of Responsibilities:

  • Answering helpdesk calls, and responding to service now tickets
  • Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
  • Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
  • Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
  • Provides advanced Customer Service and Support.
  • Communicates with high profile customers in a professional and courteous manner.
  • Performs installs, upgrades, and configures customer-specific hardware and software.
  • Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
  • Provides remote and on-site troubleshooting for hardware and software support.
  • Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
  • Upgrades software components as required.
  • Provides customers with network technical support.
  • Instructs customers and support staff in use of equipment and software.
  • Possesses the ability to complete multiple simultaneous projects in a timely manner.

Requirements:

  • Clearance (required at performance start date): active Secret security clearance
  • High School degree
  • 5+ years IT experience
  • Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.


Preferred Education and Experience:

  • ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
  • Experience supporting PC hardware and software systems
  • Prior work experience in a fast-paced DoD environment