Help Desk Engineer/Technical Support

Location: Washington, DC
Date Posted: 07-20-2018
We are seeking a  Help Desk Engineer/Technical Support candidate for a fulltime position in Washington, DC. All applicants must be USC with active Top-Secret clearance. No exceptions!!
 
PRIMARY RESPONSIBILITIES:
  • Provide user support and customer service on classified computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
  • Provide Tier 1/2 help desk support for classified and unclassified network environments.
  • Works directly with users across multiple Federal agencies and National Laboratories to provide assistance in resolving IT problems.
  • Documents issues and works to resolve problems or escalates to the appropriate individual or team.
  • Based on established processes, grants access to classified applications.
  • Familiarity with Public Key Infrastructures (PKIs). Can help users in using certificates for the first time, installing certificates in their browsers, etc.
  • Prepare metrics indicating the quantity of calls/emails responded to as well as the types of issues in order to view trends
 
PRIMARY SKILLS:
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment.
  • Knowledge of relevant call tracking applications.
  • Experience supporting a classified network or system in a classified help desk environment.
  • Intimate knowledge of Microsoft Office products.
  • Extensive experience with Microsoft Windows 7 and Active Directory tools.
  • MS Exchange and Office 2007 and 2010 experience
  • Experience working with Microsoft Active Directory User Accounts and performing password resets.
  • Experience working with remote customers resolving their technical issues.
  • Experience user AD account password resets.
  • Experience working with Entrust accounts.
  • The candidate also will provide support for RSA token reset and assignments.
  • IPhone Support setting up accounts and remote management.
  • Experience working with IC PKI’s (Setup and support).
  • Identify common issues and advise managers of possible trends or commonalities between problems reported.
  • Update and maintain Tier 1 documentation.
  • Knowledge and experience of customer service practices.
  • Strong customer service skills.
  • Excellent oral and written communication skills and be able to interact with senior levels of management.
  • Excellent problem analysis and solving skills.
  • Adaptable and able to work in a high stress / active environment.
  • Strong organizational skills.
  • Good to attention to detail and follow through.
  • Proactive Self starter
  • Demonstrate flexibility and the willingness to support shift work if necessary
 
DESIRED SKILLS:
  • Familiarity with the Intelligence Community.
  • Mobile communications background.
  • Experience supporting VTCs.
 
 
Experience: Bachelor’s degree with 2 years of experience or equivalent in the IT technical field is preferred. 10 years of related IT support experience can be accepted in lieu of a degree.
 
Clearance: Must possess an active TS clearance 
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