Customer Support Specialist (Tier 2) 9/17/2016

Computer World Services Washington, DC

Company
Computer World Services
Job Classification
Full Time
Company Ref #
501/217
AJE Ref #
576204989
Location
Washington, DC
Job Type
Regular

JOB DESCRIPTION

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Job Description



The candidate shall be an SCI cleared Customer Support Specialist to provide technical helpdesk support. Candidate should have a familiarity with the Intelligence Community (IC).



Key Tasks and Responsibilities



The Customer Support Specialist interfaces with multiple levels of users, management, and technical staff. The Customer Support Specialist provides a moderate to high level of customer service support for office automation applications, PCs and printers. Each specialist is responsible for accurately documenting and reporting problems in the call logging system. A Customer Support Specialist categorizes and prioritizes service requests through SolarWinds Helpdesk. A Customer Support Specialist provides phone and field support. A Customer Support Specialist performs initial PC set-up duties and account configuration. The Customer Support Specialist shall have experience utilizing call logging software, a strong knowledge of Microsoft based operating systems with an emphasis on Windows XP, experience using and troubleshooting MS Office suite 2007/2010, Outlook 2007/2010, Internet Explorer, Adobe and NT Toolkit and advanced hardware and software set-up and configuration skills. While performing the duties of this job, the employee is frequently required to handle; reach with hands and arms; stoop, kneel, bend, crouch or crawl. The employee must also occasionally lift and/or move up to 50 pounds or more. Should be familiar with basic hardware and software problems that occur in servers, routers, switches; PCs; Zero Client/Thin Client, monitors, digital scanners, hard drives, NICs, and printers. Should be familiar with the Windows operating systems, MS Office Suite, cloning application, and other related applications.



* OpenNet /ClassNet Image Management

* Clone/image Hard drives for PC

* Coordinate with Ops on new equipment rollout so Ops can patch

* Receive equipment, organize hardware and collect data for ILMS

* Maintain stock of imaged PCs for Helpdesk deployment

* Work with GSO in preparing, collecting, and positioning/relocating equipment for excess

* Service and repair PC and IT devices







Required Education & Experience



Requires high school diploma or equivalent (AA or Bachelor's degree preferred) and four years of related experience (3-4 years providing end-user phone support for current PC desktop and application software OR 3-4 years installing, upgrading, troubleshooting and repairing personal computers in a network environment).





Certification Requirements



MTA, MOS or MCAS certification is desirable. Must have obtained at least 2 of the following certifications: A+, Security+, Network+, Server+, MCP, CCENT, or CCNA.





Clearance Requirements



At a minimum, must have Top Secret clearance.



Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)



The primary purpose of the DoS INR is to manage intelligence information to serve the foreign and domestic needs of the Secretary of State, the President's representatives (ambassadors) and functional and regional DoS bureaus. The Intelligence and Research Information Support System (INRISS) is the primary information processing system utilized in INR.



EOE AA M/F/Vet/Disability

EEO is the Law: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf