Description
We are seeking a creative and driven professional with a passion for solving real-world issues on a cross-functional, fast-paced team. This position is high visibility and responsible for providing Tier 0, 1, and eventually higher tiered systems support, incidence response, and escalation supporting the US BICES-X Coalition Support Service Desk.
Responsibilities:
- Provides polite, professional, and responsive customer service.
- Provides daily face-to-face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students, and Host Nation Civilians.
- Provides first contact and incident resolution to customers with hardware, software, and application problems.
- Attempts to resolve as many incidents as possible during the first contact, or at Tier I.
- Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
- Provides end-user software troubleshooting and support remotely.
- Provides follow-up actions with customers to ensure resolution of incidents or requests.
- Remotely configures and upgrades computer software.
- Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
- Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
- Analyzes customer needs to determine functional and cross-functional requirements.
- Manages the functionality and efficiency of a group of computers running on one or more operating systems.
- Maintains the integrity and security of systems.
- As required, supports users with completing requests for deployment of new services.
- Maintains system documentation.
- May provide desk-side support to users.
- Develops and monitors policies and standards for allocation related to the use of computing resources.
- Provides advice and training to end-users.
- Maintains current knowledge of relevant technologies as assigned.
- Participates in special projects as required.
- Adheres to the principles, methods, and techniques used in network administration and support.
- Maintains/enhances knowledge of related hardware and software.
Required Qualifications:
- 5 years of experience required.
- BA/BS degree – may substitute additional years of experience.
- Must possess and maintain a Secret Clearance.
- Must meet DoW 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.
- Must have good team working skills since this position entails coordinating with many different work centers.
- Must have good and professional customer relationship skills.
- 2 + years of experience with common IT infrastructure services to include DNS, DHCP, and troubleshooting connectivity issues.
Benefits:
- Medical plan options
- Dental plan options
- Vision plan
- 401(k) plan with company match
- Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance