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Help Desk Support (3rd shift)
Ref No.: 17-15791
Location: Vienna, Virginia
Segment:Federal
JPAS:YES
Title: Help Desk Support (3rd shift)
Location: Vienna, VA
Duration: Full Time/10:00 PM- 6:30 AM/ Tuesday to Saturday

Must- Top Secret Clearance
  • Help Desk Specialist, Help Desk Support Services Specialist - Intermediate Required Knowledge, Skills & Abilities

For Help Desk Specialist:

* Must be able to demonstrate knowledge of customer service and customer support principles and methods.
* Must be able to report, respond to, and resolve customer requests.
For Help Desk Support Services Specialist - Intermediate :
  • Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
  • Must be able to present formal and informal training and assistance to customers.
  • Must be able to demonstrate knowledge of knowledge-based applications.
  • * Must be able to participate in the planning and delivery of a full range of customer support services to the organization.

Functional Responsibility
 
  • Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
  • Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
  • Monitor ticketing queue and work on assigned tickets.
  • Resolve all issues based on priority for unclassified and classified networks.
  • Communicate effectively with users and update tickets with all relevant information.
  • Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
  • Support on-site shift operations 24/7/365.
  • Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
  • Assist with hardware decommissioning

Minimum Education & Experience

High School diploma and one year of experience in a Service Desk support environment.

For Help Desk Support Services Specialist - Intermediate:
  • High School diploma and one year of experience in a Service Desk support environment working with multiple system classifications.
  • Two to three years' experience in Customer Service.
  • Experience configuring IT hardware (workstations, monitors, printers, switch boxes).
  • Experience working with Windows 7, Microsoft Server 2008 and 2012, Active Directory and various software applications including the full MS Office suite.
  • Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.