Desktop II Support Engineer

Profile

Provides second-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Level. · Diagnosing and resolving problems in response to customer reported incidentsvia Remedy and other ticketing systems · Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements · Developing and maintaining problem tracking and resolution databases · installing, configuring, upgrading,troubleshooting, and maintaining customer hardware and software · developing and managing customer service performance requirements · Developing customer support policies, procedures, and standards · Providing informalcustomer training · Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services · Troubleshooting complex problems and coordination with other IT teams and providers · Providing technical support to critical end-user issues in support of Army mission requirements on a 7x24 basis if required.
Job Requirements :
Knowledge of, and skill in applying: · Customer service and customer support principles and methods · Systems installed in customer organizations · Training methods · Knowledge-based applications · A wide variety of applications, operating systems, protocols, and equipment used in customerOrganizations · Methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT Experience: · Must have a minimum of five (5) to eight (8) years of experience providing IT implementation, troubleshooting, and maintenance support. · Must possess experience in one or more systems and architectures and associated hardware (mainframe, mini, or client/server based) · Client-Server desktop services and DOD Level II IA certifications desirable · Recognized Microsoft Certified Professional or MCITP vendor training desirable
***MUST BE A US CITIZEN
***MUST CURRENTLY HOLD A SECRET CLEARANCE
***MUST ALSO HAVE ONE OF THE FOLLOWING CERTIFICATIONS TO QUALIFY FOR THIS POSITION: COMP/TIA A ,SEC , MCITP (Windows 7)
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