- S erve as the first point of contact for customers reporting technical issues. Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.
- Ability to comply with First Call Resolution standards (minimum 75%) to provide End User Device (EUD) support service and incident resolution remotely and through desk-side touch -labor services to ensure that the end user operational environment is functional.
- I nvestigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.
- Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.
- Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
- Write/document detailed troubleshooting results in help desk ticket tracking.
- Pull computer/server log files and send them to Tier 3 support for further diagnosis.
- Multi-task 3-5 concurrent computer support activities with detailed processes.
- Recall from memory in a timely manner established computer support techniques.
- As needed, perform troubleshooting for computer break-fix processes and software upgrades.
- Shift work and/or on-call availability may be required in this position. Current support hours are
- Use a ticket tracking system to access assigned tickets and close them. Requires at least 92% customer satisfaction on all service requests.
- Work in Cisco Finesse call center to answer and respond to end-user phone calls.
- Work in Google Meet virtual support rooms to consult, troubleshoot, and resolve technical issues for end users.
- Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.
- Perform computer imaging, software, printer, and hardware system configuration.
- Collect end of life hardware and peripherals and prepare for disposal per regulations
- Write/document detailed troubleshooting results in ServiceNow ticket tracking.
- Pull computer/server log files and send them to Tier 3 support for further diagnosis.
- Multi-task 3-5 concurrent computer support activities with detailed processes.
- Resolve customer reported issues and implement known fixes/procedures without repeatedly having to conduct research or search for solutions.
- Perform troubleshooting for computer break-fix processes and software upgrades.
- Entry-level experience with remote access software, Office Automation Software Suites, and knowledge of Operating Systems and Networking.
- Demonstrated ability to communicate effectively, both written and orally, among the customer base and Help Desk management.
- Experience working with PC software and troubleshooting
- An understanding of the military community is an added plus
- Ability to obtain a Secret Clearance
- Strong PC software and troubleshooting skills
- Experience using Microsoft Windows and Microsoft Office Products
- CompTIA Security+
- CompTIA A+ cert OR other Windows Environment Certification required to start
-
Computer Specialist
2 days ago
Dhara Consulting Group Bethesda, United StatesToday · - Secret · - Unspecified · - Unspecified · - Bethesda, MD** (ON-SITE/OFFICE)** · - TIAG is currently hiring an onsite **Computer Specialist** to support our team on an upcoming program based out of Bethesda, MD. This position requires a Secret level security clearance to ...
-
Computational Modeling Specialist
2 days ago
Booz Allen Bethesda, United StatesComputational Modeling Specialist · **The Opportunity**: · Join our dynamic team as an Infectious Disease Modeler, where you will be at the forefront of shaping responses to complex public health challenges. In this pivotal role, you won't merely be a participant, you will be the ...
-
Computer User Support Specialist
3 days ago
BRS Bethesda, United StatesVGS is seeking Computer User Support Specialists · **General Duties**: · - Ability to comply with First Call Resolution standards (minimum 75%) to provide End User Device (EUD) support service and incident resolution remotely and through desk-side touch labor services to ensure t ...
-
Computer Specialist
2 weeks ago
Apex Systems Bethesda, United StatesJob #: · Job Title: Computer Specialist · Client Industry: IT Government Relations · Openings: 1 · Role Type: 6 month contract to hire · Schedule: Standard M-F 8-hour work day/40-hour work week · Location: 100% onsite at Uniformed Services University in Bethesda, Maryland · I ...
-
Computer Specialist
3 weeks ago
Vista Global Solutions Bethesda, United StatesVista Global Solutions, LLC., as part of Bristol Bay Native Corporation, isprimarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customers leverage technology and operate with total confidence in the ...
-
Computer Specialist
2 weeks ago
Vista Global Solutions, LLC Bethesda, United StatesVista Global Solutions, LLC., as part of Bristol Bay Native Corporation, is primarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customers leverage technology and operate with total confidence in th ...
-
Computer Specialist
5 days ago
Vista Global Solutions Bethesda, United StatesVista Global Solutions, LLC., as part of Bristol Bay Native Corporation, isprimarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customers leverage technology and operate with total confidence in the ...
-
Computer Specialist
1 week ago
Bristol Bay Native Corporation Bethesda, United StatesVGS is seeking a Computer Specialist Help Desk CenterGeneral Duties: Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignments Serve as the first point of contact for customers reporting technical issues. Utilize government furnished equipment (GFE) to s ...
-
Computer Specialist
4 weeks ago
Apex Systems Bethesda, United StatesJob #: · Job Title: Computer Specialist · Client Industry: IT Government Relations · Openings: 1 · Role Type: 6 month contract to hire · Schedule: Standard M-F 8-hour work day/40-hour work week · Location: 100% onsite at Uniformed Services University in Bethesda, Maryland ...
-
Computer Specialist
3 weeks ago
Tiag Bethesda, United StatesTIAG is currently hiring an onsite · Computer Specialist · to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This positio ...
-
Computer Specialist
4 days ago
Tiag Bethesda, United StatesTIAG is currently hiring an onsite · Help Desk Technician · to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This positi ...
-
Computer User Support Specialist
1 week ago
SAIC Washington, United StatesJob ID: · **Location**:WASHINGTON, DC, US · **Date Posted**: · **Category**:Information Technology · **Subcategory**:Technical Support · **Schedule**:Full-time · **Shift**:Day Job · **Travel**:Yes, 10 % of the Time · **Minimum Clearance Required**:Interim Secret · **Clearance L ...
-
Computer Support Specialist
2 weeks ago
Apex Systems Bethesda, United StatesTitle: Computer Users Support Specialist · Type: 6 Month Contract to Hire · Schedule: M-F 8 hr. days shift between 6am-6pm · Location: Onsite in Bethesda, Maryland at Uniformed Services University · Compensation: $25-30/hr. · *If interested and qualified, please reach out to ...
-
Computer Security Systems Specialist
1 week ago
Sekon Rockville, United States**SeK**ON** is seeking a **Computer Security Systems Specialist (Security Engineer) **to support **NIH NIDDK IT Services.** · With over 25 years of experience, **SeK**ON** specializes in providing large-scale health IT programs in support of federal government customers including ...
-
Cloud Computing Specialist
2 weeks ago
GAMA-1 Technologies Chevy Chase, United StatesJob Description · Job DescriptionGAMA-1 Technologies, LLC seeks a highly experienced Remote Cloud Computing Specialist to support our growing Cloud Services practice. In particular, the successful candidate will help drive GAMA-1's efforts to support Office of Water Prediction de ...
-
Computer Security Systems Specialist Level Iii
2 weeks ago
Computer World Services Washington, United States**Key Tasks and Responsibilities** · - Design and customize complex search queries, and promote advanced searching, forensics and analytics, Develop dashboards, data models, reports and optimize their performance. · - Develop, implement, and document configuration standards, poli ...
-
Solaris Enterprises Accokeek, United StatesWhat can you expect? · You will be responsible for determining user requirements · You will plan and create system solutions · You will advise our employees on problems · Handling of modern office communication technology · Programming of complex solutions · Project planning, imp ...
-
Computer Users Support Specialist
2 weeks ago
Vista Global Solutions, LLC Bethesda, United StatesVista Global Solutions, LLC., as part of Bristol Bay Native Corporation, is primarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customers leverage technology and operate with total confidence in th ...
-
Computer User Support Specialist
1 week ago
Bristol Bay Native Corporation Bethesda, United StatesVGS is seeking Computer User Support SpecialistsGeneral Duties:Serve as the first point of contact for customers reporting technical issues. Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service fram ...
-
Computer Users Support Specialist
4 weeks ago
Vista Global Solutions Bethesda, United StatesVista Global Solutions, LLC., as part of Bristol Bay Native Corporation, isprimarily focused on providing information technology (IT) support services and personnel to various government customers. We help our customers leverage technology and operate with total confidence in the ...
Computer Specialist - Bethesda, United States - Tiag
Description
TIAG is currently hiring an onsite Help Desk Technician to support our team on an upcoming program based out of the Washington, DC region. This position requires a Secret level security clearance to be processed to start work, so US Citizenship is a requirement. This position is onsite 5 days per week.
Position Responsibilities: