Job Title: Help Desk / Tech Support - Active TS required - 2nd shift (afternoon shift)
Requisition ID: 17002WZ
Job Category: Technical Support Services
Job Type: Regular
Primary Location: USA-VA: VIRGINIA-CHANTILLY
Remote Work Authorized: No
Relocation Assistance: Not Available
Clearance Level: Top Secret
Employee Status: Regular
Posting Date Apr 14, 2017
Help Desk / Service Desk / Phone Support2nd Shift: 2:30pm to 11pm (or 3pm to 11:30pm shift if preferred)Must have current active Top Secret clearance
The Service Desk Analyst is responsible for the delivery of the service, and the action items necessary to implement the organizational strategies. • Support and participation in any Quality Management System improvement processes identified• Serve as first Point of Contact for customer issues• Verbally verify customer information profile and update as necessary• Responsible for recording issue and all follow up actions within Call Tracking tool• Perform Initial troubleshooting analysis utilizing available resources including Knowledge repository tool • Resolve problem/service requests as per skill sets and Knowledge Tool instructions.Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
AA or equivalent + 3 yrs related experience• 1-2 years direct experience with Enterprise Ticket Management Systems (Such as, HP Service Manger 7.X and 9.x preferred)• Basic understanding of IT Service Management processes (Specifically, Incident, Problem, Service Level, Service Catalogue)• 1-2 years experience with Enterprise Monitoring Products (Such as, HP Operations Manager, Business Availability Center, and Network Node Manager Preferred).Must we willingt to work 2nd shift: 2:30pm to 11pm (or 3pm to 11:30pm shift if preferred) Must have current active Top Secret clearanceITIL certification preferred
• Required technical skills needed to provide Tier 1 assistance include but are not limited to:o Providing telephonic Information Technology support to all customerso Receiving calls, troubleshooting, and triaging trouble ticketso Changing and resetting passwordso Providing software application assistance and installationo Perform first call resolution within 10 minutes or escalate to other support entitieso Performing remote control to the desktop to assist the end-user
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.