Location: Chantilly, VA Req. Number: 3711 JOB DUTIES AND RESPONSIBILITIES: HELP DESK I: -Daily interaction with customer to resolve system related issues. -Provide desktop support to system users and system troubleshooting for customers, technicians and overall system health.
-Consult with technicians and system users and develop and analyze information for proper programming of system application. Advise the technicians and assist them as the "eyes" of the system -Gather and analyze information through discussions with customers and technicians for use in programming to program system field devices in accordance with the system standard. Implementation of testing procedures, and final testing of systems, and resolution of deficiencies.
-Have knowledge of and implement actions directly affecting overall system application health and performance. -Documentation of testing procedures and results. Analysis of testing documentation and issues with the technicians for specific areas and specific procedures.
Document test results with the technician and system event logs. -Define and create system level access management in cooperation with the customer and existing standard access levels for each location -Generate system reports and analysis of data to provide detailed diagnosis and solutions to customers regarding information reported -Daily analysis of system applications interpreting system health and defining proactive and strategic approach to system maintenance -Develop and provide documentation and technical training for system users and customers. Provide training for LENEL system as well as other systems that interface with LENEL.
-Obtain necessary information for analysis of trouble tickets issues; Document issues; design, develop, document and analyze solutions or modifications for software, hardware or other system components; dispatch technicians and ensure ticket resolution. -Maintain and safeguard user permission groups and create user accounts -Escalation point providing direction and tasking for badge office technicians MINIMUM REQUIREMENTS -Minimum of 2 years' experience in a support role with experience performing help desk support functions with a combination of phone and desktop support. -Must be able to obtain vendor Professional Certification -Education: High School Diploma or equivalent -Security Clearance: active TS/SCI with Polygraph -Experience administering LENEL systems is desired.
EOE Minorities/Females/Protected Veterans/Disabled VEVRAA Contractor