Current DOD Secret and DHS EOD required
Normally top-level jobs requiring considerable knowledge of the job. Complete acquaintance with and understanding of the general aspects and technical phases of the job and their practical applications to problems and situations ordinarily encountered.
Limited supervision. No instructions are needed on routine work, and only general instructions are given on new lines of work or special assignments.
Independently performs non-routine and moderately complex assignments. Researches assignments, processes, and analyzes data and may develop recommendations. Competently uses computers and other systems to access, maintain, manipulate data. May provide leadership, direction to lower level employees. In technical or production positions, may determine methods, operations, sequences; develops and/or modifies products and equipment to requirements.
Specific Job Description
The Technical Spt Hlp Dsk Spec or technician role is responsible for executing the day-to-day tasks of the service desk processes. This role is primarily involved with performing the incident management process. During the initial phases of the incident life cycle, Technical Spt Hlp Dsk Spec are responsible for ensuring that the incident is properly recorded, classified, and given initial support. During initial support, they are responsible for resolving as many incidents as possible, within the timescales allowed. Their actions at this stage have a very direct impact on customer satisfaction and determine how the incidents will be dealt with by the rest of the support chain.
Service desk analysts/technicians are responsible for assigning incidents that have not been resolved by initial support. However, their responsibility does not end at that point and they should retain ownership of the incidents, remaining responsible for ensuring that incidents continue to be progressed and escalated in accordance with service targets. The analyst/technician provides progress updates to customers throughout the life of an incident. Once the incident is resolved, the analyst/technician will confirm that the initiator is happy with the resolution, prior to closing the incident record.
The role also involves the initial processing of all types of service requests, proactive communication with the business, and often the maintenance of self-service facilities, such as FAQ lists.
1. Incident recording.
2. Routing requests to resolution groups when incidents are not resolved during initial support.
3. Initial support and classification.
4. Monitoring the status and progress toward resolution of all open incidents.
5. Keeping affected users informed about progress.
6. Escalating the process if necessary.
7. Resolution and recovery of incidents not assigned to resolution groups.
8. Resolution confirmation and closure of incidents.
9. Detecting potential trends and liaising with problem management where applicable.
Standard Job Description
Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
High School diploma, or equivalent experience/combined education, with additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/para-engineering tasks and 3 Years of experience.
LMCareers Business Unit
ESS0997 IS&GS-CIVIL (S8200)
Info Systems & Global Sol
STANDARD-Mon-Fri/8 hours a day
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