Overview
SENIOR CUSTOMER TECHNICAL SUPPORT SPECIALIST (HELP DESK) (RDTE)
Bowheads seeks a Senior Customer Technical Support Specialist (Help Desk) to join our team in Dahlgren, VA to provide customer support and technical assistance to Corporate Research, Development, Test and Evaluation (RDT&E) Network users to our designated customers.
The Senior Customer Technical Support Specialist (Help Desk) will manages all activities related to Help Desk services and procedures.
Responsible for recognizing, identifying, isolating and resolving problems with information system products and services.
Ensures that problems are identified and resolved in a timely manner. Interacts with appropriate technical, professional or service personnel to resolve continuing problems and to ensure the function is current on the technology being used.
Responsibilities
- Provide on-site desktop support as needed, provides general help desk support for User Assistance
- Provide phone support to user’s to resolve issues relating to RDT&E connectivity, and RDT&E Active Directory domain account User Management.
- Provide support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database.
- Utilize the Remedy System to assign and track trouble calls as appropriate.
- Assist with the maintenance and monitoring of the User Assistance mailbox to ensure that all users receive timely support in response to their requests for assistance.
- Participate in the development and maintenance of Standard Operating Procedures (SOPs) encompassing all User Assistance activity.
- Must demonstrate strong analytical and problem solving skills.
- Must demonstrate the ability to multi-task and assist or teach others to solve problems.
Qualifications
- High School Diploma or Bachelors Degree
- Five to ten (5-10) or more years of experience
- Must possess the ability to, effectively and efficiently, communicate verbally with the user community.
- Must be familiar with Department of Defense networking and security accreditation requirements.
- Must have knowledge in the installation, maintenance, and administration of computer systems in a LAN / WAN environment.
- Must meet DoD 8570 Information Assurance Technical Level II certification requirements at time of hire.
- Ability to communicate effectively with all levels of employees and outside contacts.
Physical Demands :
- Must be able to lift up to 10-15 pounds
- Must be able to stand and walk for prolonged amounts of time
- Must be able to twist, bend and squat periodically
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