Submissions Due 8/23/12
Contract with Washington, DC Government, Agency OCTO
Complete Description
Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Flexible working hours, may require weekends & after normal business hours. Adhering and working within established policy and procedures. Meeting and exceeding established programs SLA’s.
Requested Skill/Experience Required
Configure and troubleshoot wireless connectivity (Required 2 Years)
Direct desktop support experience (Required 5 Years)
Experience and use of remote control tool sets (LAN Desk and DameWare) (Required 2 Years)
Experience and working knowledge of MAC OS 10.X & Office 2008 (Required 1 Years)
Experience with Call Tracking Systems (preferably Remedy ITSM) (Required 2 Years)
Expertise in supporting Microsoft based HW/SW (2000, XP, and higher) (Required 5 Years)
Troubleshoot, diagnose, resolve and document technical service requests (Required 5 Years)
Experience and knowledge of ghosting software & support of specialized apps (Highly desired 3 Years)
Experience and working knowledge of Active Directory & Active Server Role (Highly desired 2 Years)
Experience with LAN/WAN connectivity issues (toning/tracing ports) (Desired 2 Years)
MCSA or MCSE Nice to have
Behavioral Characteristics
Interpersonal skills, effective team-player, strong communication and customer service skills, leadership abilities, soft skills, self-motivated, professional, strong analytical skills and detail-oriented
Location ServUs Help Desk: 1100 15th St NW, 10th Floor