Service Desk - Fort Bliss, TX, United States - Advanced Systems Development

Description

The DPW Service Desk Analyst provides IT support to the DPW end-users via walk-ins, customer desk-side assistance, telephone, email, and web-based inquiries
As directed by the government, the Helpdesk Analyst shall provide technical trend analysis from available data sources (Remedy, etc.) to identify performance metrics that will enhance operational performance (track call data, performance status, incident tickets, and opened/pending/resolved tickets)
The Helpdesk Analyst will also provide technical expertise to conduct Tier I level troubleshooting against known problems or outages and take corrective action

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Install, modify, and repair personal computer hardware and software systems, and provide technical assistance and training to system users.
• Service desk support includes answering, logging, evaluating, and prioritizing incoming telephone calls, voice mails, e-mails, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Troubleshoot, resolve, integrate, test, and maintain operating systems environments such as, but not limited to MS Windows, MS Office Suite, MS Outlook, etc.
• Provide ticketing, tracking, troubleshooting, and reporting of contract requirements and DPW customer issues and satisfaction reviews.
• Troubleshoot and resolve issues remotely or on-site.

Interact with the Fort Bliss NEC to restore service and/or identify and correct problems.

• Recommend system modification to reduce user problems, support users on various issues, and identify and resolve technical problems.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Document, track, and monitor issues to ensure timely resolutions to minimize callbacks.
• Document communications with the customers and actions taken to resolve the problem or provide the service

Associated emails or files must be attached to the help desk call ticket for a complete record of actions.

• Submit a Remedy ticket and include the ticket number in the help call ticket.
• Track the progress and update the Help Desk call ticket with the actions taken by the Fort Bliss NEC within 24 hours of the NEC completing their actions.
• Ensure no actions are pending and the customer is notified when a ticket is closed.
• Notify the COR or designated Government Representative when an impasse occurs impacting DPW systems and operators.
• Interview users to collect information about the problem and lead the user through diagnostic procedures to determine the source of error; and determine whether the problem is caused by hardware or software.
• Handle problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user problems, referring more complex trouble tickets to more senior-level Service Desk Analysts, System Administrators, or supervisors.
• Work with team members to identify issue trends and suggest long-term strategies to help mitigate incoming issues.
• Troubleshoots tablet operating systems, architecture, data backup, and recovery.
• Familiar with workstations, network infrastructure, and data transmission methodologies.
• Log and track calls using a problem management database and maintain history records and related problem documentation.
• Analyze and evaluate incident reports and make recommendations to reduce the help-line incident rate.
• Consult with programmers to explain software errors or to recommend changes to programs.
• Interact with software and hardware vendors to request service regarding defective products.
• Install or assist service personnel in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises

REQUIRED QUALIFICATIONS:
SECURITY CLEARANCE – SECRET

• Education/Experience - High School Education plus 1 to 2 years of experience in the specialized field of service desk support.
• Demonstrated experience with various COTS software/hardware, and network products; MS Windows, MS Office Suite, etc

Relevant and equivalent experience may be substituted for the degree requirement.

• Strong understanding of video concepts and equipment functionality.
• Strong understanding of the interconnection of video components.
• Good oral and written communication skills.
• Ability to react to customer issues and formulate resolutions quickly.
• Must be familiar with the following: Telephone Communication – NEC system, Mobile phone, and Email configuration
• Share File Access / Outlook Troubleshooting
• Resolving CAC Issue
• Hard Drive Replacement
• Monitor Adjustments/ Replacement process
• Remedy - Ticketing System
• Software Install/ troubleshooting/ Resolving
• Computer login troubleshooting
• CPU Move / Computer Replacement

Network troubleshooting / IAVA Preferred Skills & Certifications:

Certifications – IAW DoD M, applicants will be required to meet the certification requirements outlined in DoD M, for an IAT Level I position.

Baseline Requirements:
CompTIA Security + CE E.E.O.EOE- Females/Minorities/Protected Veterans/Individuals with Disabilities