Must have current TS/SCI Clearance.
We are looking for a skilled Desktop Specialist to join our team. Must be organized and able to work independently. This is a great opportunity to improve on current skills and learn new ones.
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
Provides polite and friendly customer service
Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or 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 II issues with telephone assist
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Skills and Tasks:
Complex - develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists.
Works individually, actively participates on integrated teams, and may also lead a task, project or team.
Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists.
Training and Certifications:
DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order. Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.
Capabilities and additional Requirements:
Apply Standard Characteristics of Labor Category Capability Levels.
Education and Experience: