Job Description
This position will provide technical advice and Tier I problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
RESPONSIBILITIES
• Provides Tier I and II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts
• Maintains network diagrams and circuit records
• Instructs users in the use of PCs and networks
• May perform basic PC, PBX, and network software programming
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem
QUALIFICATIONS
• 2 -4 years of experience in Technical Support/Helpdesk role, required
• US Citizen with ability to obtain Federal Security Clearance
• Strong background utilizing MS Office Products
• Able handle multiple projects/tasks simultaneously
• Knowledge of infrastructure IT hardware
• Able to follow Standard Operating Procedures to resolve Hardware/Software incidents and service request
• Strong communication skills
• Ability to support rotating shift work
• ITIL Certification, a plus
RESPONSIBILITIES
• Provides Tier I and II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts
• Maintains network diagrams and circuit records
• Instructs users in the use of PCs and networks
• May perform basic PC, PBX, and network software programming
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem
QUALIFICATIONS
• 2 -4 years of experience in Technical Support/Helpdesk role, required
• US Citizen with ability to obtain Federal Security Clearance
• Strong background utilizing MS Office Products
• Able handle multiple projects/tasks simultaneously
• Knowledge of infrastructure IT hardware
• Able to follow Standard Operating Procedures to resolve Hardware/Software incidents and service request
• Strong communication skills
• Ability to support rotating shift work
• ITIL Certification, a plus
Additional Details
Experience: 0-2 years