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- Provide support to cover minor hardware, like keyboard and computer access card (CAC) reader hardware failures, software and system problems.
- Respond to walk-in customers, telephone calls, service tickets, and e-mail messages seeking resolution of computer problems.
- Analyze incident to determine if it’s with the network, a system, an application, or the user’s workstation.
- Create a ticket and work with the customer to resolve issues, providing step-by-step instructions if possible.
- Redirect unresolved issues to the next level of support.
- Provide feedback on processes and make recommendations on areas to improve.
- Complete 20 hours of Continuous Learning each calendar year.
- Troubleshoot using different diagnostic techniques.
- Determine network functionality and availability (NMCI/Legacy/reach back) using a general understanding of networks and application tools (ex. Ping).
- Determine shared resource functionality for network attached drives and print services.
- Determine application functionality like web function, Citrix terminal server, database or database server function and e-mail.
- Determine user computer account status such as locked, expired and time restriction.
- Assist with password change, reset, user account manipulation, shared resource connection, printer connection and user redirection to National Helpdesk.
- A minimum of 2 years’ experience working in a customer service environment.
- At least 1 year of experience or the knowledge necessary to provide customer IT support.
- Knowledge of hardware software operating systems Service Desk tools and remote access.
- Good interpersonal and communication skills (verbal and written).
- Must have an 8570 certification (Security+ CE, CCNA Security, CySA+ , GICSP, GSEC, CND, or SSCP).
- DoD Secret security clearance