This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software. This individual should be detail oriented in order to capture customer inquiries appropriately. This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and suggesting and implementing appropriate corrective action to initiate a repair or return, troubleshoot in Windows, Macintosh, and UNIX desktop operating systems (thick or virtualized clients) imaging, desktop applications, user profiles, and general system problems. This role analyzes recurring problems and initiates solutions for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers) in order to perform technical software configuration, rebooting, and other remedial actions.
GENERAL DUTIES OVERVIEW
â€¢ Experience with interacting with customers, senior managers, and customers, to handle service inquiries and problems
â€¢ Provide support implementation, troubleshooting and maintenance of IT systems. Rapidly distinguish isolated user problems from enterprise-wide application/system problems and provide recommended solutions
â€¢ Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements
â€¢ Design, develop and document solutions to complex active directory and windows technical issues; Develop solutions to complex technical issues
â€¢ Backup for Server Team support
â€¢ Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives.
â€¢ Mentor junior team members
â€¢ Update operations and maintenance documentation for 24/7/365 personnel; Support operations across multiple geographic locations; Work independently as part of a virtual team
â€¢ Provide follow-up reports (technical findings, feedback, resolution steps taken) for Root Cause analysis, engineering technical assessment and process improvement initiatives
-Experience w/ PowerShell, AD, Tier 2, Scripting/Automation, Customer Service, Troubleshooting, Log Reviews & Incident analysis, Server patch management, mentoring junior/entry level personnel, time management skills, strong communication skills, ability to work independently, experience with support ticket management systems
-BS and 6 years experience, AS and 8 years, No degree and 10 years
-IT Level II/III 8570 Certification (Security+ CE, CCNA-Security, GSEC, or SSCP)
Active Top Secret/SCI w/ CI Polygraph Security Clearance