Help/Service Desk - Level III

Ace Info Solutions, Inc
Arlington, VA
Sep 11, 2017
Sep 18, 2017
Full Time
AceInfo is currently seeking a Customer Support Representative (CSR) / Help Desk - Level III to support our federal project, in Arlington, VA Position Overview: Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution Position Decription: Establishes and maintains user accounts, assigns file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment Responsibilities: 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 computer-related technologies Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error Troubleshoots to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction Requires experience and knowledge of installation, configuration, and troubleshooting of computers Experience and knowledge of help desk call tracking management system Requires strong communication and excellent customer service skills Trained and certified in automated help desk management systems is desire Must have an active, current Top Secret Clearance Must have held a SCI clearance with the last two years Must be eligible for SCI access CompTIA A+CE, Security+CE or Network+CE or higher DOD8570.01M Security Certification Additional Information: Experience using IT Service Management (BMC ITSM) is a plus Windows 7 Operating Systems Certified is a plus