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The candidate will serve as a member of the Tier 2 Help Desk providing support to a government organization in Adelphi, Maryland at the Army Research Laboratory.
Duties to include but are not limited to:
•Handling incoming work orders, emails, and phone calls for a customer base of over 1500. Installing and troubleshooting a variety of software packages in a Windows environment utilizing remote access software and desk-side visits.
•Setting up and troubleshooting various printers, scanners, and other peripherals
•Assisting users with account setup, data backups, and general usage of desktop and laptop PC’s.
•Computer life-cycle replacements utilizing Norton Ghost.
•Laptop VPN configuration and support using Cisco products
•Deliver written weekly reports to supervisor.
•Working with Help-desk Ticketing systems, Excel spreadsheets, and various databases (data input/updates only, no programming.)
•Maintaining systems to meet or exceed client security requirements.
High school diploma, technical trade or military school+8 years of related experience
Candidate must be a US Citizen with an Active DoD Secret security clearance.
Applicant must possess a High School diploma, minimum 8 years of technical experience in a Windows Help-desk environment (schooling may be substituted for experience), minimum 3 years customer service skills. Some college or technical training preferred.
Candidate must possess a CompTIA A+, or Security + or Network +(current) certification and a Computing Environment Certification (Microsoft) according to DoD 8570 Requirements.
Possess adequate troubleshooting and computer configuration skills within a Windows XP/Vista environment. Applicant must be familiar with Microsoft Office Suites 2003 & 2007, Adobe Suites, Norton Ghost, and a wide variety of COTS/GOTS software, and static TCP/IP configurations. Experience with CA UniCenter Service Desk a plus but not mandatory.
Must have a professional attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment! The candidate must be able to work independently or as part of a team. Solid communication skills; both verbal and written are also a must!
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