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| 0809Computer Forensic & Intrusion Analyst (Junior) | Jan 12, 2022 | ||
| Linthicum, MD | |||
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Secret to Start, Top Secret Desired Required: * Experience with Windows 10 Operating Systems and MS Office products * Strong experience troubleshooting, supporting deploying Windows Workstation * Experience with Active Directory to register CAC certificates * Experience with account creation and Outlook * Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution. * Must have ability to physically move, deploy and relocate workstations * Ability to learn and grown in progressive environment * Must be able to support and troubleshoot both classified and unclassified networks. * Experience with Footprints, Remedy, or a similar Help Desk Ticketing system. * Strong customer service experience * Security+ Certification at start of position Desired skills * Ability to present complicated technical issues with clear easy-to-follow solutions and path forward * Demonstrate excellent written and oral communication skills * Familiarity with Windows 10 workstation OS image creation/deployment * Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment. * Support Outlook messaging issues. * Familiarity with OU's, registry changes and security groups * Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. * Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. * Experience developing working relationships w/functional groups and customers to meet established service level goals. Will Provide Tier 1 / 2 Help Desk specialist operations for technical software, hardware and network problem resolution and make independent decisions performing question/problem diagnosis for call center environment for 2nd (4pm - 12am) and 3rd (12am - 8am) shifts including weekends. Support provided desk side with users and by phone. Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. This role will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. This role will document and track support activity and clearly communicate technical solutions in a user friendly professional manner. This role uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing customers w/ service outlined in the statement of work. LCAT Description: Apply fundamental concepts, process, practice, and procedures on technical assignments. Perform work that requires practical experience and training. Work is performed under supervision. Suggested Qualifications: 8 years of professional experience without degree; or Bachelors degree from an accredited college in related discipline, or equivalent experience/combined education. Consideration always be given for specific domain expertise. |
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