Vacancy expired!
- Service Desk coverage consists of opening or closing shifts scheduled between the hours of 7:00 am to 5:00 pm, Monday through Friday, except for Federal Holidays and inclement weather and site closures.
- Ensure all calls, emails, or walk-in issues received during duty hours are responded back to the user via phone call, email, or issue ticket within Service Level Agreements (SLAs).
- Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 7/10, iOS and Android, Microsoft Office Professional 2007 and 2013, McAfee HBSS and HIPS, Citrix VDI, SharePoint, and Microsoft Active Directory.
- Installation of all new computers and the relocation of computers within locations as provided. Install all computer hardware and software to ensure user is fully functional and operational without errors and preserving user's data to be transferred to the new PC.
- Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the image team.
- Diagnose and repair hardware and software related issues for computers, local printers, network printers and scanners, and mobile devices across unclassified and classified environments.
- Ability to work cooperatively and independently to research and document issues and solutions.
- Develop, test, and implementation for new software and patches prior to release to the general user base.
- Ability to verbally or in writing communicate technical issues and solutions effectively to end users and enterprise teams.
- Provide elevated quality service and support for the mission critical systems and VIP end users.
- Add, modify, and edit in SharePoint and Active Directory records/permissions/members for computer and user objects.
- Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.
- Other duties assigned.
- Associate's Degree
- Substitute for Minimum education: 1-2 years in an IT/help desk role or within customer service
- Background Investigation Requirement: National Agency Check with Local Agency and Credit Checks (ANACI)
- DoDI 8140.01 and 8570.01-M
- Computing environment certification or certificate of training relevant to job duties and approved by the DEVCOM-CBC Information System Security Manager (ISSM) within 6 months of appointment
- IAT-II approved baseline certification
- Computing Environment (CE) certification within 6 months of hire (i.e.) Microsoft IT Certified Professional (ex. Windows 7 or 10)
- Ability to organize, prioritize and meet deadlines
- Capable of conveying complex information in a simplistic manner
- Strong critical thinking and problem-solving skills
- Strong self-starter requiring minimal supervision
- Able to take proactive measures to prevent problems rather than reactive by nature
- Strong verbal and written communication to effectively
- Must be a U.S. Citizen
- Experience with Citrix, Dameware, Active Directory, Windows 7 & 10, Microsoft Office, iPhone, and remote desktop is preferred.
- Experience using Solarwinds Web Helpdesk.
- Experience in a high-volume call center.
- Experience working in Department of Defense (DoD) environment.
Vacancy expired!