Help Desk Support Service Specialist
Company: TEKsystems
Location: Odenton
Posted on: November 11, 2024
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Job Description:
Top Skills' Details----TS/SCI only-Associate's Degree with 7
years of experience, or Bachelor's Degree with 5 years of
experience-DoD 8570.01-M IAT Level II/8140 Computing Environment
(CE) Certification as determined by the Program Manager is required
prior to support on contract-IAT II 8570/8140 Baseline
Certification Security+ or equivalent-Interact with customers on a
daily basis to provide guidance on procedures concerning account
requests, e-mail, home directories, file access/storage, and other
local procedures as required to ensure mission success.-Knowledge
of the principles, methods, and techniques used in network and
systems administration and support-Knowledge of related hardware
and software-Perform STIGs & IAVA implementation for system
devices, perform imaging of systems, CERP replacement, etc.-Perform
Level I/II Active Directory functions such as unlocking accounts,
creating and issuing accounts, etc.-Imaging of Computers and /or
configuring of their BIOS (SCCM / PXE Boot)-1 Year DoD
experience-NOSC support experience, including problem resolution
and incident tracking-Imaging of Computers and /or configuring of
their BIOS (SCCM / PXE Boot).Description:-Under general
supervision, provides second-tier support to end-users for PC,
server, mainframe applications and hardware.-Handles problem that
the first-tier of help desk support is unable to resolve.-May
interact with network services, software systems engineering,
and/or applications development to restore service and/or identify
and correct core problem.-Simulates or recreates user problems to
resolve operating difficulties.-Recommends systems modifications to
reduce user problems.-Maintains currency and high level of
technical skill in field of expertise.H-Escalates more complex
problems to Higher Level.-Provides first contact and incident
resolution to customers with hardware, software, and application
problems. Includes both customer telephone support as well as
electronically submitted requests-Perform systems administration of
desktop systems connected to local and wide area networks.-Provide
desktop system management/maintenance responsibilities involving
account monitoring, account creation, security, Operating System
(OS) installation, and other local area system administration
related functions.-Monitor systems/networks in real time NOSC
environment and initiate fix actions or problem escalation to Tier
II/Tier III admins.-Provide support for implementation,
troubleshooting and maintenance of IT systems.-Manage IT system
infrastructure and any processes related to these systems-Provide
support to IT systems including day-to-day operations, monitoring
and problem resolution for all of the
client/server/storage/network/print devices, and mobile
devices.-Provides polite and friendly customer service-Attempts to
resolve as many incidents during the first contact, or at Tier
I/II. Efficiently escalates incidents to Tier III when
required.-Documents incident status and solutions in incident
database tools.-Possesses current working knowledge of computers,
printers, laptops, and common windows applications-Works through
various types Tier I issues with telephone assist-Provides answers
to Frequently Asked Questions or solutions to common problems as
part of a customer self-help capability-Possesses comprehensive
knowledge of the principles, methods, and techniques used in
computer troubleshooting and support-Possesses comprehensive
knowledge of desktop operating systems and applicationsSkills:Help
desk support, Customer service, Technical support, Troubleshooting,
Help desk, system administrator, tier three, STIGs, IAVA, BIOS,
SCCM, PXE boot, hardware/software, Active directoryTop Skills
Details:Help desk support, Customer service, Technical support,
Troubleshooting, Help desk, system administrator, tier three,
STIGs, IAVA, BIOS, SCCM, PXE boot, hardware/softwareAdditional
Skills & Qualifications:-Candidates must be willing and able to
attain a CI Polygraph for certain positions as determined by the
contract-Position may require lifting of objects (i.e. IT
Hardware), reaching/bending/kneeling (i.e. plug in cables) and
other moderately strenuous activity-Travel may be required to
support the mission
About TEKsystems:
We're partners in transformation. We help clients activate ideas
and solutions to take advantage of a new world of opportunity. We
are a team of 80,000 strong, working with over 6,000 clients,
including 80% of the Fortune 500, across North America, Europe and
Asia. As an industry leader in Full-Stack Technology Services,
Talent Services, and real-world application, we work with
progressive leaders to drive change. That's the power of true
partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all
applications without regards to race, sex, age, color, religion,
national origin, veteran status, disability, sexual orientation,
gender identity, genetic information or any characteristic
protected by law.
Keywords: TEKsystems, Potomac , Help Desk Support Service Specialist, Other , Odenton, Maryland
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