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Form of workPLEASE NOTE: This position requires an ACTIVE Top Secret/SCI Clearance with Polygraph. To be considered for this position, you MUST have an ACTIVE Clearance Level of Top Secret/SCI with Polygraph
Job Description:
Seeking a Help Desk Specialist Senior to provide Tier 1-3 level support in the Herndon, VA area. The successful candidate will be a self-motivated, independent worker who can also work in, and contribute to, a team environment. The candidate will be part of a team that supports the hardware and software infrastructure for an enterprise minded organization. This position requires a broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. This position also requires a knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure. Candidate must be willing to take on other duties as assigned, within the scope of the position, based on program requirements.
- Provide support to Customer automated systems via support requests
- Provide tracking and reporting of support requests open, closed, and active for Customer's Automated Systems.
- Utilize a Customer approved support request tracking system.
- Meet Customer established goals for addressing support requests. Utilize Customer approved tracking system to provide Customer approved metrics on a weekly and monthly basis for Customer review.
- Provide response to support requests based on Customer time requirements.
- Respond to after-hour and weekend critical support requests based on prior scheduled Customer requirements
- Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts.
- Provide technical support for applications as needed to interface with the user base.
- Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair.
- Make objective and technically sound recommendations for potential future hardware and software purchases.
- Serve as a Data Transfer Officer (DTO)
- Generate weekly, monthly, and yearly metrics reports.
- Learning, supporting, and training users on different types of digitization hardware.
Mandatory Skills:
- Working knowledge of JIRA tickets.
- ServiceNow experience with incident and change management requests.
- Working knowledge of Window and Linux O/S*.
- Working knowledge on AWS Systems Administration. *
- Previous experience with public facing website administration is desired.
- Must have 6 years of relevant experience or equivalent in years' experience which include related certifications and education equivalents.
