Systems Application Engineer

  • CMCI,
  • Ashburn, VA
  • 1 month ago
Business analysis, Business intelligence, Computer, Customer satisfaction, Documentation, IT service management, Networking, ITIL, Incident management, Issue tracking, Knowledge base, ROOT, Remote access, Security clearance, ServiceNow, Service level, Software engineering, Troubleshooting, Problem management, QA, Software, Customer service, Communication skills, Configuration, Problem solving, Operating systems, Microsoft Office
Full Time
Depends on Experience
Work from home available

Job Description

Systems Application Engineer

Location: Ashburn, Virginia

 

Why CMCI?

CMCI provides management consulting and IT services that empower enterprises to achieve their business goals in today's highly competitive market. Our goal is to seamlessly integrate into each customer's organization to fully understand their business and technology needs. This approach allows us to quickly deliver high quality solutions while achieving the highest level of customer satisfaction on time and within budget. By choosing CMCI, you are choosing a company that can deliver on business outcomes and mission needs in the most cost-effective manner and without sacrificing capability. As a part of CMCI's culture of loyalty and commitment to its employees, CMCI is committed to provide a tremendous career path by promoting employees to their highest potential.

 

Job Description:

  • Maintain, analyze, troubleshoot, and repair personal computer systems, hardware, software, computer peripherals, and end user devices.
  • Assist users via remote access and phone. Provide support to users in resolving problems using Service Now.
  • Provide support in the areas of troubleshooting, standard desktop applications, hardware, and peripherals.
  • Conduct triage and troubleshoot incoming issues and work with other teams as needed to identify root cause and resolution.
  • As Incident coordinator ensure tickets are assigned, resolved, and escalated according to standard procedures and within identified service level objectives (SLO) and in alignment with ITIL best practices.

*Work with all stakeholders to ensure efficient, fast, and accurate Incident Management.

  • Ensure all actions are professionally and thoroughly documented within the ticketing system.
  • Manage multiple device configuration including end user device support may be required.
  • Assist in the creation and maintenance of documentation and SOPs.
  • Develop knowledge base articles (KBAs) and update them as needed.
  • Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity.
  • Maintain and demonstrating customer service-orientation and a proactive approach in anticipating and resolving problems while maximizing efficient use of computing resources.
  • Communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner.

 

Basic Qualifications:

  • BA/BS + 2-4 years recent specialized or AA/AS + 7 years recent specialized or 11 years of recent specialized experience.
  • Good written and verbal communication skills.
  • Good command of MS Office suite.
  • Work in dynamic fast paced environment that require team interaction and coordination of efforts.
  • Demonstrate experience in interfacing with both client managers and system users.
  • Support systems, users, and applications on a geographically dispersed environment.
  • Provide Incident Management, Problem Management, Service Request Fulfillment support.
  • Use remote access capabilities to visualize end user’s problems.
  • ITIIL v3 or v4 recommended but not required.

Clearance: TS or DHS Full BI required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

 

Dice Id : 10193742
Position Id : 7144540
Originally Posted : 1 month ago
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