Vacancy expired!
- The position shall provide Consolidated Service Desk (CSD) first contact resolution to resolve or satisfy communications and IT issues and requirements to include support for all base users/devices, approximately 18,000 users and 24,000 end devices.
- The candidate shall respond to all CSD customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact.
- The Help Desk Technician shall respond to NIPR and SIPR customer support requests in a professional and courteous manner.
- Create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or e-mail and document tickets in detail through the AIS (Remedy). A Remedy Incident is an unplanned interruption to an IT Service or reduction in the quality of an IT service. A Remedy Work Order is a new service or capability request.
- Use Government provided remote-support software tools to access customer end devices to resolve/complete customer tickets. Have the capability to properly support temporary surges of workload. Workload (calls & tickets) surges occur when a significant number of users across the enterprise are affected by an issue causing the CSD workload volume to significantly increase. Document analysis, findings, and events as part of the ticket prior to escalation Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles as required.
- Other duties as assigned.
- Degree in Computer Science, Information Technology, or related work experience (relevant experience - field preferred - and education may be considered in lieu of a degree).
- Must have 9+ years of experience of demonstrated/practical hands-on experience.
- Must possess and maintain an IT-I level II certification and an IAT II certification IAW DoD 8570.01 - certifications: Security+ or GSEC or SCNP or SSCP
- 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 express concepts, plans, and proposals
Vacancy expired!