Helpdesk System Administrator - 2002

Expiring today

Location
Washington, DC
Posted
Aug 10, 2019
Closes
Aug 23, 2019
Ref
2002
Hours
Full Time
Clearance Required:

Public Trust

Education Required:

AA/AS

US Citizenship:

Why MIL?
The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you.

Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Last year alone, we earned:
  • 2018 Fortune , Great Place to Work®: Top 100 Best Place to Work for Diversity
  • 2018 Fortune Great Place to Work®: Top 100 Best Small & Medium Workplaces
  • 2018 Top Workplaces Award, The Washington Post (second consecutive year)
  • 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

Whether your goal is to help defend our country through the cyber efforts of the Department of Defense or ensure proper financial management/accountability with the Department of State, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference.

Summary
The MIL Corporation seeks a Help Desk System Administrator to support a Federal Government client at one of our Washington DC Metropolitan area locations.

The Help Desk System Administrator will provide superior customer support services, including creative problem-solving and hands-on troubleshooting.

Experience
4+ years of Helpdesk experience or Call Center environment or relevant experience in a technical or customer support environment

Responsibilities

• All general responsibilities required by the Customer Support Center Analyst position
• Act as the front-line representative to the end-user community and is responsible for delivering high quality support services
• Perform troubleshooting and diagnostic services, and resolve problems
• Provide first and single point of contact support to users via phone, email, voicemail, skype IM, or walk-in
• Create, update, resolve, or escalate, Customer Support Incidents and Requests in a timely manner based on Service Level Agreements (SLAs)
• Provide Enterprise Mobility Support.
• Assist users with activating and troubleshooting mobile devices such as Android, iPhone, and iPads
• Assist with monitoring the ticket queue to ensure Incidents/Requests/Problems are properly documented, updated or escalated to the appropriate support group

• Assist the Customer Support Center (CSC) Team Lead with training new CSC staff members

• Act as liaison between CSC and higher level support groups with the goal of increasing first contact resolutions
• Provide follow-up statuses to users and support partners in accordance with specified support policies and procedures
• Improve knowledge of, and the ability to operate, all support tools and technologies
• Keep up-to-date on the status of system changes and CSC processes and procedures
• Create technical documentation for distribution to users, CSC staff, or other stakeholders
• Provide updates to staff members on critical problems and system outages
• Troubleshoot Windows 10 Operating System issues; understand and apply techniques used to troubleshoot Hardware and Software anomalies, etc.
• Work under moderate supervision
• Adapt to change productively and handle other essential tasks as assigned
• Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem
• Use initiative to find creative and “out-of-the-box" solutions to incidents and requests; clear and logical thought processes are required to identify root causes of incidents
• Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary
• Communicate with the end user regarding their incident, through their corresponding Service Now
• Determine priority based on problem information and documented guidelines
• Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members
• Consistently apply customer service best practices
• Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)
• Verify with the customer the problem has been resolved before resolving the ticket

Required Qualifications

• Very proficient troubleshooting and problem solving skills with desktops, laptops and Dell PC's
• Great attention to detail
• Very good customer service experience
• Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
• Experience with troubleshooting network printers
• Knowledge of Windows Operating Systems, Windows10
• Knowledge of Networking fundamentals
• Experience with Microsoft Office Suite and o365

Desired Qualifications
• AA in Computer Science, Engineering or a related technical discipline
• Security +, A+, MCTS, MCITP certifications

Clearance
Public Trust

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. #CB