Service Desk Support Specialist-Intermediate Education AA degree or equivalent experience Experience 1-2 years Citizenship Requirement US Citizen Clearance Required Secret Location Aberdeen Proving Ground, MD (Edgewood) Job Overview: The ECBC IT Mission Support Center (IT MSC) provides Tier 2 concierge-like support to more than 2,500 users between 7:00 am and 5:00pm, Monday through Friday by phone, email, and walk-in requests. The IT MSC support consists of hardware, software, mobile, and printer support. Job Responsibilities: Tier 2 technicians are at their respective on-site locations between the hours of 7:00 am to 5:00 pm, and all technicians on-site during the core hours 9:00 am to 3:00 pm, Monday through Friday, except for Federal Holidays and inclement weather and site closures.
Ensure all calls, emails, or walk-in issues received during duty hours are responded back to the user via phone call, email, or issue ticket within Service Level Agreements (SLAs). Provide hardware and software support for each computer, printer and workstation utilizing both wired and wireless networks so that each device is fully functional to include all of the automated tools; and software and hardware configurations (iPhone/Blackberry wireless; Windows 7 & 10; Microsoft Office Professional 2007 and 20013; virus protection tools; PC based hardware; as well as printers and peripherals). Installation of all new computers and the relocation of computers within locations as provided.
Install all computer hardware and software to ensure user is fully functional and operational without errors, and preserving user's data to be transferred to the new PC. Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the image team. Diagnose and repair hardware and software related issues for computers, local printers, network printers and scanners across unclassified and classified environments.
Ability to work cooperatively and independently to research and document issues and solutions. Develop, test, and implementation for new software and patches prior to release to the general user base. Ability to verbally or in writing communicate technical issues and solutions effectively to end users and enterprise teams.
Provide elevated quality service and support for the mission critical systems and VIP end users. Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user. Perform technical functions such as system analysis, user and server account creation and accounts management.
Specialized subject matter expertise in one or more areas of the service desk operations. Other service desk duties as assigned. Skills Required: Computing Environment (CE) certification within 6 months (i.e.) Microsoft IT Certified Professional (ex.
Windows 7 or 10). One CompTIA CE certification: A+, or Security + Ability to communicate (written and verbal) effectively. Active DOD clearance.
Preferred Skills: Experience with Citrix, Dameware, Active Directory, Windows 7 & 10, Microsoft Office, iPhone, and remote desktop is preferred. Windows 10 CE certification. CompTIA Security+ CE certification.
Experience using Solarwinds Web Helpdesk. Experience in a high volume call center. Experience working in Department of Defense (DoD) environment.