Help Desk Specialist II - 1 year temporary
The Help Desk Specialist II (LAS) assists customers experiencing problems accessing various computer/IT resources. The HD Specialist II (LAS) will support the conversion of the current email system utilized by the FAA, Lotus Notes and iNotes (Webmail), which is being replaced by Microsoft Outlook and Microsoft Web Application. The Customer Service Center will provide temporary specialized support for the mail transition. Additional support personnel are required to support the expected increase in workload. This specialized support will begin on or about March 1, 2013 and is expected to end on or before February 28, 2014. These positions are subject to customer requirements and customer funding and are not expected to exceed 12 months. Applicants must be available to begin work no later than March 4, 2013.
Typical user support requests include password resets, Desktop support, or specialized applications support. The Help Desk Specialist II may monitor computer systems and operations as assigned. Shifts may include nights, weekends, and holidays. The CSC maintains 24/7 operations at all times, including during adverse weather conditions. Applicants must have reliable transportation, be punctual, and be committed to working their assigned shifts even in inclement weather. The Help Desk Specialist II may be asked to work unscheduled overtime or to cover a shift for an absent coworker. The Help Desk Specialist II assists coworkers in resolving customer technical issues and may help train other team members in CSC support procedures. Applicants must have the ability to obtain a government security clearance. The Customer Service Center (CSC) is a 24/7/365 Help Desk that supports users worldwide.
Essential duties and responsibilities include the following. Other duties may be assigned.
Answers phones promptly.
Under general supervision, provide customer assistance with routine inquiries and applications, software, hardware, and network operations problems.
Log all events and document findings and actions taken to resolve events in CSC ITSM software tool.
Provide periodic remote control support.
Follow and make use of standard procedure documentation.
Develop troubleshooting skills by using effective, investigative methods and by using service desk troubleshooting tools.
Perform problem diagnosis, problem recognition, research, isolation, and resolution.
Able to resolve more complex events immediately. Very complex events are escalated to second level support.
Accountable for helping others or providing regular guidance on an as-needed basis.
EDUCATION
High School Diploma or GED with three years of related experience or Associate Degree in related discipline plus one year of related experience i.e. service desk, call center, or other technical support role, preferably in professional services o
Help Desk Institute (HDI) certification preferred. Applicants must be willing to complete HDI Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification within six months of hire date as a condition of employment.
IT technical training and industry certifications desired, such as MCP, PC A+, Network +, or Security +.
EXPERIENCE
Minimum one or more years experience with an Associate Degree, OR three or more years experience in a service desk, call center or other technical support role, preferably in professional services.
Familiar with and practice ITIL standards in relation to the ITSM service desk software tool.
Able to communicate effectively over the phone or in person. English is required; other languages welcome.
Able to write clearly and concisely.
Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users. Desire and aptitutde to learn information technology support functions and processes.
Intermediate computer knowledge required. Experience with password resets, Desktop trouble shooting, applications support, and/or mainframe required.
Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.
Desktop Support experience, Active Directory, Lotus Notes, and Remedy ITSM software experience preferred.
FAA or government contracting experience preferred.
CERTIFICATES, LICENSES, REGISTRATION
Driver's License
Help Desk Institute (HDI) certification required within six months of hire date.
ITIL Foundations certification desired.
MCP, or PC A+, Network +, Security + desired.
The Help Desk Specialist II (LAS) assists customers experiencing problems accessing various computer/IT resources. The HD Specialist II (LAS) will support the conversion of the current email system utilized by the FAA, Lotus Notes and iNotes (Webmail), which is being replaced by Microsoft Outlook and Microsoft Web Application. The Customer Service Center will provide temporary specialized support for the mail transition. Additional support personnel are required to support the expected increase in workload. This specialized support will begin on or about March 1, 2013 and is expected to end on or before February 28, 2014. These positions are subject to customer requirements and customer funding and are not expected to exceed 12 months. Applicants must be available to begin work no later than March 4, 2013.
Typical user support requests include password resets, Desktop support, or specialized applications support. The Help Desk Specialist II may monitor computer systems and operations as assigned. Shifts may include nights, weekends, and holidays. The CSC maintains 24/7 operations at all times, including during adverse weather conditions. Applicants must have reliable transportation, be punctual, and be committed to working their assigned shifts even in inclement weather. The Help Desk Specialist II may be asked to work unscheduled overtime or to cover a shift for an absent coworker. The Help Desk Specialist II assists coworkers in resolving customer technical issues and may help train other team members in CSC support procedures. Applicants must have the ability to obtain a government security clearance. The Customer Service Center (CSC) is a 24/7/365 Help Desk that supports users worldwide.
Essential duties and responsibilities include the following. Other duties may be assigned.
Answers phones promptly.
Under general supervision, provide customer assistance with routine inquiries and applications, software, hardware, and network operations problems.
Log all events and document findings and actions taken to resolve events in CSC ITSM software tool.
Provide periodic remote control support.
Follow and make use of standard procedure documentation.
Develop troubleshooting skills by using effective, investigative methods and by using service desk troubleshooting tools.
Perform problem diagnosis, problem recognition, research, isolation, and resolution.
Able to resolve more complex events immediately. Very complex events are escalated to second level support.
Accountable for helping others or providing regular guidance on an as-needed basis.
EDUCATION
High School Diploma or GED with three years of related experience or Associate Degree in related discipline plus one year of related experience i.e. service desk, call center, or other technical support role, preferably in professional services o
Help Desk Institute (HDI) certification preferred. Applicants must be willing to complete HDI Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification within six months of hire date as a condition of employment.
IT technical training and industry certifications desired, such as MCP, PC A+, Network +, or Security +.
EXPERIENCE
Minimum one or more years experience with an Associate Degree, OR three or more years experience in a service desk, call center or other technical support role, preferably in professional services.
Familiar with and practice ITIL standards in relation to the ITSM service desk software tool.
Able to communicate effectively over the phone or in person. English is required; other languages welcome.
Able to write clearly and concisely.
Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users. Desire and aptitutde to learn information technology support functions and processes.
Intermediate computer knowledge required. Experience with password resets, Desktop trouble shooting, applications support, and/or mainframe required.
Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.
Desktop Support experience, Active Directory, Lotus Notes, and Remedy ITSM software experience preferred.
FAA or government contracting experience preferred.
CERTIFICATES, LICENSES, REGISTRATION
Driver's License
Help Desk Institute (HDI) certification required within six months of hire date.
ITIL Foundations certification desired.
MCP, or PC A+, Network +, Security + desired.
