Help Desk Specialist DC
Serco - Washington, DC

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Company:
Serco Inc. is a leading provider of professional, technology and management services focused on the federal government. We advise, design, integrate and deliver solutions that transform how clients achieve their missions. Our customer-first approach, robust portfolio of services and global experience enable us to respond with solutions that achieve outcomes with value. Headquartered in Reston, VA, Serco Inc. has approximately 9,000 employees with an annual revenue of $1.5 billion and is part of a $6.6 billion global company that helps transform government and public services around the world.

Functional Area:
IT Infrastructure

Department:
Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing. We advance talent internally, enhancing career growth and progression which enables our employees to excel, as well as our customers. Our employees make a difference. At Serco, it is not just a job, but a career opportunity. We invite you to become part of our dynamic team!

Serco is an equal opportunity/affirmative action employer committed to diversifying its workforce (M/F/D/V).

Job Description:
Serco is currently recruiting for a Help Desk Specialist to support a large IT Services contract with sites in various locations throughout the United States. We are seeking: Entry – Master Level Positions. Indicate the Level you are apply to on your resume.

Required Skills and Experience:
Entry Level:
Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.
-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.
Degree / Preferred Skills:
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. Requires an associate's degree or equivalent in a related area and 0-2 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager.

Journeyman Level
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.
-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.
Degree / Preferred Skills:
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. Requires an associate's degree or equivalent in a related area and 3-5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to a supervisor or manager.

Senior Level:
Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.
-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.
Degree / Preferred Skills:
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. Requires an associate's degree or equivalent in a related area and 5-7 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to a manager.

Serco Inc. is using this posting for the purpose of building a pipeline of interested candidates for future anticipated positions with our company.” Criminal History Background Check (CHBC) and pre-employment drug screen are required.

Employment Type: Full time

Serco , Inc. - 19 months ago - save job - block
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About this company
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Serco employs over 100,000 people in more than 30 countries, delivering local services informed by many years of international experience...