HOW A HELP DESK SUPPORT SERVICE SPECIALIST - INTERMEDIATE WILL MAKE AN IMPACT#cleared #clearance
- Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.
- Handles problem that the first-tier of help desk support is unable to resolve.
- May 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.
- Maintains currency and high level of technical skill in field of expertise.
- Escalates more complex problems to Senior Level.
- Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
- Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
- Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.
- Provide support for implementation, troubleshooting and maintenance of IT systems.
- Manage IT system infrastructure and any processes related to these systems
- Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
- Provides polite and friendly customer service
- Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
- Documents incident status and solutions in incident database tools.
- Possesses current working knowledge of computers, printers, laptops, and common windows applications
- Works through various types Tier I issues with telephone assist
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
- Possesses comprehensive knowledge of desktop operating systems and applications
WHAT YOU'LL NEED TO SUCCEED:
- Education:?Associates Degree with 7 years of experience, or Bachelors Degree with 5 years of experience
- Preferred Skills/Experience:
- Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
- Knowledge of the principles, methods, and techniques used in network and systems administration and support
- Knowledge of related hardware and software
- Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
- Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
- Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot)
- 1 Year DoD experience
- NOSC support experience, including problem resolution and incident tracking
- Imaging of Computers and /or configuring of their BIOS (SCCM / PXE Boot).
- Clearance Level:TS/SCI
- Required Certification(s):
- DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
- IAT II 8570/8140 Baseline Certification Security+ or equivalent
EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-###-#### . Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.