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Sr. Help Desk Analysts - Security+CE and OS Certs. required - Joint Staff Contract
Location:Pentagon
Security Clearance:Top Secret
Shift/Hours:1
FT/PT Status:Full Time Employment
Job Code:2017:11CORP-022
  
Essential Duties & Responsibilities:


JOB SUMMARY:Provides in-depth and high level, telephone support to end-user community on hardware, software, and network related problems, questions, and use. Provides problem resolution on the telephone with users.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (Duties and responsibilities which occupy a major portion of time and importance in the job. Incumbent may perform one or more of the following duties.)a. Troubleshoots, resolves, integrates, tests, and maintains operating systems environments such as, but not limited to: Windows 2007, MS Office 2010, MS Exchange 2008, UNIX, etc.b. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.c. Walks the user through a series of steps to determine problem. Classifies level, priority, and nature of problem.d. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error; determines whether problem is caused by hardware such as modem, printer, or cables.e. Works with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues.f. Troubleshoots palm/handheld operating systems, architecture, data backup and recovery.g. Familiar with workstation and zero client, server architecture, network infrastructure, and data transmission methodologies.h. Logs and tracks calls using problem management database, and maintains history records and related problem documentation.i. Analyzes and evaluates incident reports and makes recommendations to reduce help- line incident rate.j. Consults with programmers to explain software errors or to recommend changes to programs.k. Calls software and hardware vendors to request service regarding defective products.l. Tests and troubleshoots software and hardware to evaluate ease of use and whether product will aid user in performing work.m. Writes software and hardware evaluation and recommendation for management review.n. Writes or revises user training manuals and procedures.o. Develops training materials such as exercises and visual displays.p. Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.q. Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
SUPERVISION/FINANCIAL RESPONSIBILITIES:a. Supervisory Responsibility - May lead and direct the work of junior/mid-level Help Desk Analysts b. Supervision Received - Reports directly to Executive Support Manager; relies on experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected.c. Financial Responsibility - None
Required Qualifications:
8570 IAT Level 2 compliant - Security+CE and any OS CERTIFICATION REQUIRED

Required Skills:- Education/Experience - B.S. degree in Information Technology or related field, plus eight to ten years of experience in specialized field of help desk support. Also requires demonstrated experience of various COTS software/hardware, and network products; Windows 2007, MS Office 2010, etc. Requires experience in the set-up, configuration, use, and trouble shooting of computer. Relevant and equivalent experience may be substituted for degree requirement.- Skills/Certifications/Training - Security +CE, MTA Windows 7 or similar certifications preferred. Trained and certified in automated help desk management systems. Excellent oral and written communication skills and strong management skills.- Level of Security Clearance ( DOD Top Secret with SCI Eligibility
Preferred Skills & Certifications:
WORKING RELATIONSHIPS/WORKING ENVIRONMENT:a. Internal Interaction -b. External Interaction -c. Physical Demands - May be exposed to periods of dexterous physical activity including sitting, standing, walking, and lifting objects up to 50 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.d. Working Conditions - May be exposed to periods of variant ambient conditions at company and client facilities, work sites, and operating company equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EOE - Females/Minorities/Protected Veterans/Individuals with Disabilities