• Location: Falls Church, Virginia
  • Type: Contract To Hire
  • Job #1310

Provide Tier I and II AESD-NG Help Desk support using ITSM ticketing system such as BMC Remedy and/or ServiceNow (e.g., Service Desk as a Service [SDaaS], ITSM Software as a Service [SaaS], enterprise end-user
support, and overall escalation support). Provides Help Desk ticket escalation support to the Army and DISA for all DODIN-A(NG) and DODIN-A(NG)-S issues above or outside the direct O&M of the RCC-NG, including mobile device support. Independently provides technical interpretation and solutions in the
management of networks, software, hardware, configurations, and architectures.

Shift for this position is Saturday – Wednesday, 6:00am to 3:00pm.

??????Duties / Responsibilities: 

  • Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral).
  •  Support numerous hardware configurations and platforms including Desktops, Laptops, Printers, Copiers, Video Conferencing Units, and Smart Boards.
  •  Perform in-person customer service and phone support service to the end-user community.
  • Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
  •  Provide VIP support and communication regarding status of incident troubleshooting and resolution.
  •  Handle efficiently, high volume ticket queue by supporting 50 – 100 tickets daily, using ticking system.
  •  Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
  •  Prepare accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.
  • Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
  •  Support focus teams or specialized projects to promote rapid improvement turnaround.
  •  Maintain a professional and pleasant manner using proper customer service skills via (telephone and/or email).
  • Operate a 24x7x365 Service Desk

Essential Functions:

  •  Support a fast paced and ITIL transitional environment.
  •  Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.
  •  Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
  •  Identify and articulate key information in an efficient and timely manner.
  •  Exercise discretion and independent judgment when handling situational occurrences.
  • Analyze and recommend alternative solutions to meet customer needs.
  •  Build credibility and trust with customers.
  •  Identify areas of opportunity to improve customer satisfaction.
  •  Demonstrate excellent multi-tasking and time management skills.
  •  Support the team process and participates on cross-functional teams.
  •  Responsible for handling after-hours on call support (when necessary)

Basic Required Qualifications and Skills:

  •  High school diploma or equivalent.
  •  At start date must possess a CompTIA Security+ certification in ACTIVE status.
  •  2+ Years’ experience as a service desk analyst with proven experience in ongoing support of client specific application systems.
  •  Experience using ticketing software.
  •  The equipment used in this position includes but is not limited to, computers, servers, and network devices.
  •  Strong analytical and problem-solving skills.
  •  Excellent communication and interpersonal skills.
  • Self-motivated and ability to stay focused.
  • Due to a customer requirement, as a condition of employment for this position, the successful candidate will be required to obtain and provide proof of COVID-19 vaccination prior to commencing employment.
  •  Please note that pursuant to a government contract, this specific position requires U.S.Citizenship.
  • All applicants must have current DoD Secret clearance eligibility day one and prior to entry on duty

Desired Qualifications and Skills:

  • Associate of Arts or Science degree from an accredited institution.
  • HDI Certification.
  • Possess an active CompTIA Network+ certification.
  •  Possess an active MSCE certification.
  •  Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Acrobat Adobe.
  •  Availability to travel if necessary.
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