Help Desk Specialist – Level II

Help Desk Specialist – Level II

Provides phone and in-person support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

Education & Experience Levels

Level
- Knowledge/Skill Description

- Minimum Education - and/or
- Minimum Experience

II
- Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks. Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

May supervise others.

- Associate's Degree or higher - and/or - 5-15 years

Background:

CSRA, a Federal marketplace leader in next-generation IT solutions and professional services, is seeking highly qualified and motivated IT professionals like you who are eager to contribute to our critical Homeland Security missions. For the Department of Homeland Security (Client), Office of Biometric Identity Management (OBIM, formerly US-VISIT), CSRA performs operations and maintenance (O&M) of the Automated Biometric Identification System's (IDENT) production and non-production environments and associated business systems.

In support of this effort, CSRA provides Task Order Management, Datacenter Operations, Disaster Recovery/Continuity of Operations, System Management and Monitoring, Service Request Management, Technology Analysis, and Non-production Support (to include Program Support Systems and Transition). CSRA is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation's most critical homeland missions – the storage and processing of biometric and associated biographic information for national security, law enforcement, immigration and border management, intelligence, background investigations, and associated testing, training, management reporting, planning and analysis.

Job Description/Responsibilities:

• CSRA is looking for Help Desk Technical Support to cover the shift of M-F 3:00pm - 11:30pm.
• Diagnoses, research, identify, isolates, and analyzes problems utilizing historical database records.
• May route calls to product line specialists, application, or system support specialists.
• Customer Service Communication Flexibility answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems, and/or refers more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame; logs and tracks inquiries using a problem management database and maintains history records and related problem documentation; identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Alerts management to recurring problems and patterns of problems.

Required Skills:

• Advanced troubleshooting skills
• Excellent communication skills
• Availability to work any shift.
• Strong research and problem solving skills
• Ability to manage time; work on a team or independently
• Strong Remedy skills
• Strong Customer relation and leadership skills
• Knowledge of Active Call Directory Functions
• Create detailed knowledge articles

Desired

Certifications:

- ITIL Foundations