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.
Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
Bachelors plus 2 years of experience (preferably supporting the federal government/DoD/National Military Command Center as a Help Desk Specialist). Preferred Skills:
Past experience with Air Force IT support programs. Past experience supporting the AF National Capital Region IT Service contract, the 844th Communications Group, and the Air Force District of Washington.
BAE Systems - 2 years ago
BAE Systems is the premier trans-Atlantic defense and aerospace company, delivering a full range of products and services for air, land and...