Help Desk Analyst
AT&T - Kansas City, MO

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The contractor shall provide help desk support services for desktop computers, applications, and related technology. The contractor’s support includes specifications, installation and testing of computer systems and peripherals within the Information Technology Infrastructure Library (ITIL) version 3 framework established guidelines. The contractor shall maintain and test network file servers and network printers. The contractor shall use its experience with Microsoft Windows and Office applications as well as other commercial-off-the-shelf applications such as Adobe Acrobat, Internet Explorer, and Oracle Java plugins to provide help desk support. The contractor shall also provide support for imaging machines with the latest Operating System. The contractor shall provide the following help desk support services: - Provide help desk support to over 650 users on the Marine Corps Network and Security Center’s local area network for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network. - Ensure a judicious process through which incidents are controlled, this includes problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 3 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems. - Identify, research, and resolve technical problems as related to the user workstations, software and other related user equipment, such as BlackBerries. - Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support. - Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 3 3 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems. - Provide second-tier support to end users for either PC, server, or mainframe applications or hardware. - Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem. - Simulates or recreates user problems to resolve operating difficulties. - Recommend systems modifications to reduce user problems. The following certifications are required for the Help Desk Support subtask: - Security +; Microsoft Certified Desktop Support Technician (MCDST) (preferred but not required); - Operating systems certification (Windows XP, Vista or7); Network +, A+ (preferred but not required); - 8570 level Information Assurance Technician (IAT) Level 2"

Secret Clearance

AT&T - 16 months ago - save job - block
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