Senior System Administrator

4 settimane fa

Napoli, Campania, Italia 22nd Century Technologies Inc. A tempo pieno

Job Title: Sr. Service Desk Support Technician

Location: Alexandria, VA

Duration: Full-time

Clearance Required: Secret

Certification Required: Current DoD IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

Job Summary:

As a Sr. Service Desk Support Technician, you will provide Tier 1 and Tier 2 support for escalated hardware, network, and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track, and resolve work orders in a timely manner.

Key Responsibilities:

  • Answering helpdesk calls and responding to service now tickets
  • Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
  • Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer
  • Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system
  • Provides advanced Customer Service and Support
  • Communicates with high-profile customers in a professional and courteous manner
  • Performs installs, upgrades, and configures customer-specific hardware and software
  • Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware
  • Provides remote and on-site troubleshooting for hardware and software support
  • Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues
  • Upgrades software components as required
  • Provides customers with network technical support
  • Instructs customers and support staff in use of equipment and software
  • Possesses the ability to complete multiple simultaneous projects in a timely manner

Requirements:

  • Clearance (required at performance start date): active Secret security clearance
  • High School degree
  • + years IT experience
  • Current DoD IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

Preferred Education and Experience:

  • ITIL v Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
  • Experience supporting PC hardware and software systems
  • Prior work experience in a fast-paced DoD environment

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