NA ALI'I Help Desk Specialist Tier II / III in Arlington, Virginia
Position:Help Desk Specialist – Tier II/III
Job Purpose:Responsible for providing 24/7 technical assistance and support related to computer systems, hardware, or software to our staff and system users. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solution.
Job Duties Include:
Provide first line support for any technical issues and problems and follow up with solutions.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Obtain and maintain the necessary access cards and certificates to access the required classified and unclassified information technology networks
Provide technical knowledge required for engineering, integrating, and deploying; including familiarity with foundation technologies, networking, server, operating systems, and terminology.
Respond to requests for technical assistance in person, via phone, and electronically with occasional on-call/after-hours support.
Author and update training manuals, stay current with systems, changes and updates.
Test, locate, and repair equipment problems associated with trouble calls, and perform routine maintenance.
Triage issues, understand and route issues to the correct resources, track requests and document resolutions.
Walk customers through troubleshooting procedures as well as train computer users.
Install, modify, and repair computer hardware, software, and peripherals Run diagnostic applications to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Gain feedback from customers about computer usage.
Migrate and backup data between user account profiles on networked computer systems, database, and file share servers with zero loss of customer data.
Skills/Qualifications: Organizational and planning skills, exceptional oral and written communication, customer service and problem analysis/solving skills, attention to detail and accuracy, solid judgment and decision-making ability, takes initiative and is adaptable and customer service oriented, self-motivated and self-monitoring, and capable of multi-tasking.
Clearance Requirements:This position requires a minimum of anactive Top Secretsecurity clearance with SCI eligibility.
Education and Experience: This position requires a minimum of a bachelor’s degree from an accredited institution (or relevant experience to substitute) in a similar discipline as well as a minimum of three (3) years’ experience providing help desk/IT customer support. Working knowledge of fundamental operations of relevant software, hardware, and other equipment. Related experience and training in troubleshooting and providing help desk support.This position requires a professional certification in compliance with 8570 IAT II (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, or SSCP).
Na Ali`i Is Proud to Be an Equal Opportunity/Affirmative Action Employer