Position/Role Name: Help Desk Specialist
II
LCAT - Helpdesk Specialist II
LOCATION: Ashburn VA
Duration: Immediate to until Feb 2015 – extension thru Feb 2016
Active: TS/SCI and eligible to obtain CI POLY
Certification: CompTia Security + CE Certification is must for all the
positions.
Program Name: NGA National Geospatial-Intelligence Agency
Travel/Shift Hours/OT
Requirements: Some overtime (including nights, weekends, holidays)
Profile/Role
Description:
Help Desk Specialist
• Responds to and
diagnoses problems through discussion with users.
• Ensures a timely
process through which problems are controlled. Includes problem recognition,
research, isolation, resolution, and follow-up steps.
• Supervises operation
of help desk and serves as focal point for customer concerns.
• 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.
• Provides second-tier
support to end users for either PC, server, or mainframe applications or
hardware.
• Interact with network
services, software systems engineering, and/or applications development to
restore service and/or identify and correct core problem.
• Simulates or
recreates user problems to resolve operating difficulties.
• Recommends systems
modifications to reduce user problems.
Key Responsibilities:
• Assists the Customer
Experience Lead in performing the following activities:
- Update of the CE Team schedule
- Compiling CE Team and ASP status for the
customer
• Responsible for
updating project plans and estimates. Proactively monitors, manages and reports
on execution of deliverables.
• The CE Team was
created to enable the ASP and Infrastructure Service Provider (ISP) to
collaboratively support systems that are operational.
• The CE Portfolio
Analyst will assist the CE Portfolio Lead in support of ASP and ISP
coordination/collaboration of the maintenance of systems located at the Data
Center.
•
Communicate/Coordinate with ASP on ISP upgrades/releases.
• Gather ASP
infrastructure requirements to complete Budgetary Estimates and ASP
Infrastructure Order Forms.
• Generate and monitor
service requests for new entity infrastructure requirements from submission to
closure.
• Collaborate with
Functional Teams on technical issues related to ASP systems
Minimum skills and
qualifications:
Please indicate the
skills and qualifications that are required and the minimum level to be
considered (i.e., minimum 1 year of hands-on Java programming; good
communication (written and oral) and interpersonal skills).
Help Desk Specialist II
• High School Diploma
and sufficient experience to demonstrate that the required skills, knowledge
and abilities to perform work in the occupation and an Associate’s degree or
equivalent university-level study; or 2 years related experience.
• Excellent
communication and written skills.
• Experience with
Microsoft Office Suite (i.e. Word, Excel, PowerPoint, etc.)
• Experience with basic
customer service or program management in an Information Technology
environment.
• Must have an active
TS/SCI clearance
• Must be a US Citizen
• ALL positions require Sec+ certification
within 90 days of start to be 8570 compliant.
Preferred skills and qualifications:
Please indicate the
skills and qualifications that you would prefer to see, but that are not
required.
• Experience in
Intelligence Operations.
• Experience with
customer relationship management.
• Leadership and
management experience.
• Understanding of IT
infrastructure technologies such as server, storage, networking, and/or
database technology. Possess 1 -3 years of System Administrative experience
and/or system help desk.
We have a very good relationship with
the Hiring Manager and for the right candidate we can arrange an interview
within a few days.
Look forward to connecting with you.
Thanks & Regards
Aravind
COMPQSOFT, Inc.
HUB Zone, SDB, MBE Certified
An ISO 9001:2008 & ISO 27001:2005
Certified
Phone: 281-978-4434 І Fax: 281-657-6717
Email: aravind.k@compqsoft.com
