Helpdesk Specialist (Journeyman)

Cogent Solutions
Arlington, VA
Mar 20, 2017
Mar 21, 2017
Full Time
Job Description Availability: Immediate Please note that only Day Shift is available (any hours from 6:00 am through 6:00 pm, Monday to Friday) Scope of Work (a) Responds to and diagnose problems through discussion with users. (b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. (c) Assist with the operation of help desk and serves as focal point for customer concerns. (d) Provides support to end users on a variety of issues. (e) Identifies, researches, and resolves technical problems. (f) Responds to telephone calls, email and personnel requests for technical support. (g) Documents, tracks, and monitors the problem to ensure a timely resolution. (h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. (i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. (j) Simulates or recreates user problems to resolve operating difficulties. (k) Recommends systems modifications to reduce user problems. Skill Level Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Must have at least two (2) years of help desk experience. Work Location Local travel to Mark Center, 4800 Mark Center Drive, Alexandria, VA 22311 Security & Education Requirements Minimum Requirements -Secret Clearance Security+ Certification and Help Desk Training Company Description Cogent Solutions is Service Disabled Veteran Owned, and SDB Certified IT Company with TS facility clearance that provides federal systems integration, advanced technical and business solutions in information technology, information security, systems engineering, telecommunications, helpdesk management, scientific support, and management consulting services.