Help Desk Technical Support (18714)
Overview
Vencore is a proven provider of information solutions, engineering and analytics for the U.S. Government. With more than 40 years of experience working in the defense, civilian and intelligence communities, Vencore designs, develops and delivers high impact, mission-critical services and solutions to overcome its customers most complex problems. Headquartered in Chantilly, Virginia, Vencore employs 3,800 engineers, analysts, IT specialists and other professionals who strive to be the best at everything they do. Vencore is an AA/EEO Employer - Minorities/Women/Veterans/Disabled
Responsibilities
Integrated Service Desk Analyst to support the MDA Integrated Service Desk in the IT Services Directorate on the JRDC program at Redstone Arsenal in Huntsville, AL. The MDA's Integrated Service Desk (ISD) is the primary first contact POC for all MDA users requiring IT services. The ISD operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL using common processes and tools. The common tasks performed by the ISD are user call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams. The ISD also participates in asset management, change management, and release management. The ISD team is responsible for PC account administration. ISD agents gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed. All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends. These shifts may rotate dependent on the needs of the customer and the ISD team.
Qualifications
Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.
Basic
Qualifications:
Integrated Service Desk team members must have general PC and Microsoft Office troubleshooting skills and the ability to clearly converse with customers at all levels.
ISD agents are polite, respectful, professional, process-oriented and are committed to providing unparalleled customer service.
ISD agents must have the following skills and experience demonstrated through a series of customer service and technical questions posed during the interview process.
ACTIVE DIRECTORY account administration (users and distro and security groups).
Working knowledge of Windows application features and troubleshooting.
Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training).
Basic network troubleshooting. Be able to communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner.
DoD Secret Security Clearance.
Candidate MUST have a active Security
(CE) certification.
Security
(CE) certification expiration date must be provided for all candidates.
Preferred
Qualifications:
Associate's degree in a relevant field and at least two years of related experience.
Previous Service Desk/Call Center experience, basic account administration, and Remedy experience.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Vencore is a proven provider of information solutions, engineering and analytics for the U.S. Government. With more than 40 years of experience working in the defense, civilian and intelligence communities, Vencore designs, develops and delivers high impact, mission-critical services and solutions to overcome its customers most complex problems. Headquartered in Chantilly, Virginia, Vencore employs 3,800 engineers, analysts, IT specialists and other professionals who strive to be the best at everything they do. Vencore is an AA/EEO Employer - Minorities/Women/Veterans/Disabled
Responsibilities
Integrated Service Desk Analyst to support the MDA Integrated Service Desk in the IT Services Directorate on the JRDC program at Redstone Arsenal in Huntsville, AL. The MDA's Integrated Service Desk (ISD) is the primary first contact POC for all MDA users requiring IT services. The ISD operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL using common processes and tools. The common tasks performed by the ISD are user call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams. The ISD also participates in asset management, change management, and release management. The ISD team is responsible for PC account administration. ISD agents gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed. All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends. These shifts may rotate dependent on the needs of the customer and the ISD team.
Qualifications
Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.
Basic
Qualifications:
Integrated Service Desk team members must have general PC and Microsoft Office troubleshooting skills and the ability to clearly converse with customers at all levels.
ISD agents are polite, respectful, professional, process-oriented and are committed to providing unparalleled customer service.
ISD agents must have the following skills and experience demonstrated through a series of customer service and technical questions posed during the interview process.
ACTIVE DIRECTORY account administration (users and distro and security groups).
Working knowledge of Windows application features and troubleshooting.
Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training).
Basic network troubleshooting. Be able to communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner.
DoD Secret Security Clearance.
Candidate MUST have a active Security
(CE) certification.
Security
(CE) certification expiration date must be provided for all candidates.
Preferred
Qualifications:
Associate's degree in a relevant field and at least two years of related experience.
Previous Service Desk/Call Center experience, basic account administration, and Remedy experience.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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