Provide Tier 1 phone, on-site and Service Desk Window (walk-up customers) support and coordination.
Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults using established processes and procedures.
Recommends process improvements for problem prevention.
Documents work flow in Ticket Management System.
Maintains technical instructions for standard processes.
Evaluates messages from monitoring tools and takes action to resolve and prevent IT infrastructure issues. Escalates problems to Tier 2 or 3 as required.
Provides shift rotational coverage as needed (24x7)
Minimum Qualifications
Education and Experience/Certificates, Licenses, and Registration Requirements/Other Requirements
A Bachelor’s Degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience. Knowledgeable, through education or experience of one or more IT infrastructure technologies such as networking, client server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, messaging, etc. Must be able to qualify for and maintain a Sensitive clearance, or equivalent security clearance. Must be able and willing to assume on-call rotational assignments which may include 24-hour on 7-day per week availability.
