Vacancy expired!
- Daily opening of office, handling inbound calls from customers requesting to open, close, track and manage trouble tickets, and utilizing customer specified ticket management systems.
- Returning or replacing Common Access Cards (CAC).
- Changing PIN when you have forgotten and confirming via DEERS.
- Renewing expiring/expired CAC cards.
- Help find lost DoD ID cards and return any found CAC cards.
- Schedule appointments to get new CAC cards.
- Gather supporting information, review, evaluate and assess IT issues to determine probable cause.
- Identify and address issues impacting the network and determine appropriate level of elevation.
- Field various FAQ regarding CAC issues.
- Work independently to determine the best solution to resolve the customer’s operational issues, including procedural changes; troubleshoot at a junior/intermediate level.
- Consult with customers then apply system analysis techniques and procedures to determine hardware, software or system functional specifications based on user profiles.
- Support production system for the Public Key Infrastructure (PKI) Team by escorting employees to obtain issued PKI tokens and collect PKI Tokens upon out-processing.
- Utilize knowledge of ITIL standards in relation to ITSM ticket service desk software and tools to properly log tickets.
- Plan daily activities within the guidelines of company policy, job description and supervisor’s instruction to maximize personal output.
- 2+ years of experience working in a Help Desk environment.
- Problem solving skills and the ability to work effectively as a team player.
- Experience using Remedy ticketing systems.
- Proficiency with Active Directory, Lotus Notes (Excel), Remedy ITSM software
- Familiarity with Linux/Unix Administration.
- Good interpersonal and communication skills (verbal and written).
- Ability to complete assigned tasks with minimal supervision.
- Multitasking, organizational and customer service skills.
- Familiarity with the RAPIDS (Real-Time Automated Personnel Identification System) and FREED systems, is highly desired.
- Requires a DoD Secret clearance but allows an open active investigation to start.
Vacancy expired!