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| 1213 Computer User Support Specialist (Journeyman) | Jan 12, 2022 | ||
| Linthicum, MD | |||
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Interim Secret Clearance to start (move to TS/SCI) Required Skills: • Familiarity with Cloud (Azure, MilCloud, AWS) infrastructure and services. • 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 JIRA, Remedy, or a similar Help Desk Ticketing system. • Strong customer service experience • Active Security+ Certification Desired skills • Ability to present complicated technical issues with clear easy-to-follow solutions and path forward • Demonstrated 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. • Supporting 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. • MS Azure Foundations (AZ-900) or Administrator (AZ-104) Training and Certification preferred • 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. This role is a Tier2 Help Desk specialist and will provide technical software, hardware and network problem resolution and make independent decisions by performing question/problem diagnosis in a call center environment. Support is 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. Help Desk support is provided on a 12 hours per day, 5 days a week basis. "On-call" or extended support maybe required during emergency situations. LCAT Description: Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Suggested Qualifications: 13 years of professional experience without a degree; or 5 years of professional experience with a Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education; or 3 years of professional experience with a related Masters degree; or no experience required with a related PhD or JD. Consideration should always be given for the level of specific domain expertise. |
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