Help Desk Support Service Specialist - Odenton Maryland

Company: TEKsystems
Location: Odenton, Maryland
Posted On: 11/12/2024

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

• This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)
• Because an active or interim DoD clearance is required, U.S. Citizenship is required
  
  
  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. More...

      

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