Help Desk Technician
Company: iQuasar
Location: Quantico
Posted on: May 26, 2023
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Job Description:
Major Duties & Responsibilities: Serve as the primary point of
contact for end users to provide ongoing support, monitoring, and
lifecycle management of incident tickets. Provide Service Desk
customer support for all AFOSI computer networks and systems with
an emphasis on customer services and call/ticket resolution at
differing classification levels including controlled unclassified
information, Secret, Top Secret, and Counter-Intelligence. Deliver
comprehensive, end-to-end customer IT support to include
transitioning, operating, maintaining, tracking, restoring,
protecting, and backups. Document all trouble-shooting and customer
interaction in the tracking system work log. Recognize application
and technical problem trends and provide mitigation plans in order
to avoid future occurrence. Notify customers when there is a change
in ticket status or priority or when necessary to ensure good
customer service. Monitor tickets for trends and patterns
indicating a significant outage or event and ensure affected
customers are notified early and are updated regularly. Perform the
installation of equipment, connection of peripherals, and the
installing/deleting of client level software and ensure all
documentation is in accordance with AF and DoD policies, guidance,
and directives. Implement client workstation software patches,
security fixes, and service releases according to local
instructions. Manage and establish network user accounts. Support
customer requests and troubleshoot including administrative and
technical assistance for all aspects and types of workstations,
mobile devices, Virtual Private Network (VPN), laptops, and tier
one (1) troubleshooting of Video Teleconference (VTC) / Global
Video System (GVS) issues prior to escalation. Basic
Qualifications: 5 years' experience in technical support. Must be
certified at IAT Level II (Security+ or other certification
satisfying DoD 8570 certification requirements). Must be a US
citizen; must have a TS/SCI clearance or be SCI eligible. ITIL v3
Foundations certification desired. Experience managing ticket
resolution ITSM, such as Remedy. Experience with mobile device
management, including handling mobile device requests in accordance
with AF policies, issuing devices, administering accounts, and
troubleshooting mobile devices. Experience with Blackberry devices
and Blackberry Unified Endpoint Management software on mobile
devices. Must be able to provide courteous, timely and professional
treatment of all customers when a problem is reported through
necessary troubleshooting, elevations, collaboration and
resolution. Must have outstanding customer service and
communications skills and ability to interact professionally within
all levels of an organization.
Keywords: iQuasar, Alexandria , Help Desk Technician, Professions , Quantico, Virginia
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