Yesterday
Secret
Unspecified
Unspecified
IT - Hardware
Naples (On-Site/Office)
Job Title: Sr. Service Desk Support Technician
Location with zip code: Alexandria, VA
Duration: Full time
Clearance Required: Secret
Certification Required: Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.
As a Sr. Service Desk Support Technician , you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. .
Highlights of Responsibilities:
Requirements:
Preferred Education and Experience:
Location with zip code: Alexandria, VA
Duration: Full time
Clearance Required: Secret
Certification Required: Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.
As a Sr. Service Desk Support Technician , you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. .
Highlights of Responsibilities:
- Answering helpdesk calls, and responding to service now tickets
- Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
- Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
- Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
- Provides advanced Customer Service and Support.
- Communicates with high profile customers in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Provides customers with network technical support.
- Instructs customers and support staff in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
Requirements:
- Clearance (required at performance start date): active Secret security clearance
- High School degree
- 5+ years IT experience
- Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.
Preferred Education and Experience:
- ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
- Experience supporting PC hardware and software systems
- Prior work experience in a fast-paced DoD environment
group id: 10216532
