- Respond to, resolve, initiate, or escalate trouble calls/support requests via telephone, email, Service Desk Ticketing System, or walk-ins.
- Provide over-the-shoulder/remote/telephone training and assistance to end users on desktop operations including logging in, setting passwords, re-booting, basic and advanced operations in MS Office suite support, Adobe Acrobat, VPN, Smartphones, and tablets.
- Provide technical support and troubleshooting to users.
- Maintain current knowledge of relevant technologies as assigned.
- Provide occasional on-call support after normal business hours.
- Produce procedure and guideline documentation as requested by the Project Manager.
- Ensure proper procedures/guidelines are followed during performance of duties.
- Provide timely written reports of work status as requested.
- Coordinate and process new employee Check-Ins, Check-Outs, and position changes for users.
- Employ exceptional customer service skills and be able to manage and prioritize multiple simultaneous projects.
- Enter incidents and service requests in the Heat ticketing system.
- Responsible for checking the service desk queue to manage assigned incidents/service requests and close tickets assigned in a timely manner
- Provide timely updates of work status via Service Desk Ivanti Heat Information Technology Service Management System. QUALIFICATIONS
- Active DOD Secret Clearance is required for this position.
- CompTIA A+, Network+, or Security+ and Operating System certifications are required (per DODI 8570).
- Knowledge of the principles, methods, and techniques involved in service desk operations, support technician operations, and basic Active Directory.
- Knowledge of and ability to use and install relevant hardware, software and other equipment.
- Proficiency in troubleshooting desktop operating systems and associated hardware and peripherals.
- Capable of working in a demanding environment of near-100% system availability and be able to render solutions to issues in a timely manner.
- Ability to assist with the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices for both SIPRNET and NIPRNET clients.
- Ability to assist with the maintenance, troubleshooting and administration of Smartphones and Tablet equipment
- Excellent telephone etiquette and oral and written communications skills.
- Ability to work independently with minimal supervision.
- Excellent interpersonal skills with ability to interact with end users at all levels.
- Knowledge of Excel, Word, PowerPoint, Adobe Acrobat, and other general applications.
- Ability to undertake self-managed initiatives.
- Ability to develop documentation detailing service desk operations.
- Ability to lift standard PC equipment and peripherals for the purpose of installations, moves, replacements/etc. EDUCATION/TRAINING/EXPERIENCE
- Associates in Computer Science, Information Technology or related degree or equivalent work experience (3-5 years) that includes IT operations and support.
- VPN, VTC, System Imaging, Encryption support experience highly preferred.
- Experience with Ivanti HEAT or other similar ticketing systems highly desired.
- Bachelor's degree in Computer Science or Information Technology highly desired ADDITIONAL NOTES
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Description
This position is an onsite position at the Navy Yard, Washington, DC. ROLE AND RESPONSIBILITIESACTIVE DOD SECRET CLEARANCE REQUIRED
COMPTIA A+, NETWORK+, OR SECURITY+ REQUIRED
