Service Desk Technician
Where
- Arlington, TX
What you'll be doing
- Examples of key duties are interpreted as being descriptive and not restrictive in nature. The specialty service desk technician serves as the single point of contact for all internal users and business partners to receive support and guidance for incident. Responses security related issues. The service desk technician facilitates restoration of normal operational services with minimal business impacts on the customer within agreed SLA and business priorities. The service desk technician scopes encompass providing tier IT network security services and supports and provides network security and defense, analysis and problem resolution on the VA national IT infrastructure on a 24 x 7 basis. Uses remedy or CA service desk manager to manage and tracks the teams technical work on security incidents and generate regular reports weekly, bi-weekly, monthly and quarterly to report on the teams performance. Identifies, diagnoses and resolves tier one issues for users of the NSD systems and applications, personal computer software and hardware, local network, the internet and new computer technology in a call center environment; communicates solutions to end-users. Provides one-on-one end-user first call resolution over the phone. Diagnoses and resolves end-user network or local printer problems, PC hardware problems, mainframe, e-mail, internet, dial-in and local-area network access problems.
What your background should be
- Minimum 1-2 years prior help desk or desktop support experience. Hands on experience with Windows XP, Windows 7, active directory and Microsoft Office. Experience and knowledge with a help desk ticketing software. Knowledge of internal operating system technology, computer operations, hardware, network management software, concepts and troubleshooting techniques. Excellent customer service skills. Familiarity of ITIL service operations. Experience in multi-operating systems (Windows XP, 2003, 2007, Linux, UNIX, or VMS). Experience in desktop XP, Vista and Windows 2000. Experience in Office Word, Excel, PowerPoint, Access, OneNote, InfoPath and Outlook. IT related certifications are a plus. Candidate must be flexible with shift requirements.
Required Schooling / Training
- Associates degree preferred.
Who is the client company
- This is an emerging national security company providing innovative systems, products and solutions in information systems, healthcare systems, aerospace, electronics and technical services to government and commercial customers worldwide.
- If you are interested in this position, send your resume to apply@kochdavis.com
