Help Desk / Tech Support - Active TS required - 2nd shift (afternoon shift)

  • CSRA,
  • Chantilly, VA
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CSRA
Analysis, Analyst, Database, Genetics, Hardware, Help Desk, Manager, Management, Telecommunications
Full Time, Full Time
Telecommuting not available Travel not required

Job Description




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


Schedule: Full-time

Remote Work Authorized: No

Relocation Assistance: Not Available

Travel: No

Clearance Level: Top Secret

Employee Status: Regular

Posting Date Apr 14, 2017


Description
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.

#cjobs#dicepost


Qualifications
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.


Company Information

What We Do. CSRA is tomorrow’s thinking, today. To "Think Next. Now." is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results. We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens. Our Company. CSRA's legacy is a partnership that began when the North American Public Sector business of CSC and SRA International merged to become a leading provider of next-generation IT solutions and professional services with over 50 years of combined legacy experience supporting U.S. government agencies and programs. We retain the spirit of partnership in all we do—with our customers, within our brilliant teams, and through our alliances with industry-leading technology innovators. We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Together, we are committed to a stronger and better future for America through next-generation thinking made real today. Think Next. Now.
Dice Id : srabot
Position Id : 4450886

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