Vacancy expired!
- This position requires candidates to maintain and/or obtain a DoD-issued TS/SCI clearance as a condition of employment
- Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
- Certification: CompTIA Security+ CE
- 3-4 years of IT troubleshooting experience
- Interact with customers daily to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
- Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
- Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
- Provides polite and friendly customer service
- Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
- Documents incident status and solutions in incident database tools.
- Possesses current working knowledge of computers, printers, laptops, and common windows applications
- Works through various types Tier II issues with telephone assist
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
- Possesses comprehensive knowledge of desktop operating systems and applications
- Position may require lifting of objects (i.e., IT Hardware), reaching/bending/kneeling (i.e., plug in cables) and other moderately strenuous activity
Vacancy expired!