HELP DESK Technical Support III - Djibouti
|Location||(DJI) Djibouti APCDJI|
Come join our team here at CSRA, Inc. on our CITS II program that represents IT transformation and innovation on a large project with the shared objective to sustain and optimize CONUS and OCONUS mission critical operations. CITS provides full life-cycle O&M and Engineering support to EUCOM and AFRICOM. Please send resume and certs by contacting Keven DeYoung @ firstname.lastname@example.org or call USA +1 (571) 455-6003.
We are seeking Help Desk Technical Support for our Djibouti, South Africa office, part of the CITS program.
Provides technical support to staff and customers on software systems by testing software and hardware products and maintaining software documentation, or on desktop systems by troubleshooting PC problems. Responds and follows-up on internal and external customer support problems. Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
Provides technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc. Provides front-line technical support for enterprise management, operations, engineering and security support services. Applies problem analysis and solving skills critical in identifying, resolving or escalating issues. Supports disaster recovery and adapts to various types of situations, clients and tools. Ability to work well under pressure and to meet deadlines as needed.
Assists end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level - including, but not limited to: Network Connectivity, MS Office including Outlook, PDA support, and basic Windows Operating System concepts.
Provides desk-side assistance to end-users in the use of existing and new technologies, hardware, and software when the customers’ needs are not satisfied by remote technical assistance.
Provides timely responses to client and management requests. Gives status updates on a regular basis. Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
Contributes knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for Tier II support. Stays in regular communication throughout the day with the Tier I, Tier II, and Management staff.
Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
Performs advanced troubleshooting and remediation activities. Handles end-user requests.
Analyzes incoming requests and assigns to appropriate queue. Assists junior Support Specialists in the performance of work related technical skill area.
Supports continuous improvement in the process and quality of the operations.
Participates in troubleshooting of issues with the development team to drive towards root cause identification and resolution. Participates and contributes to the User Acceptance testing.
- AA or equivalent + 3 yrs related experience
- Excellent verbal and written communications skills
- IAW DoD 8570.1 Technical Level II
- CISCO (CCNP)
- ITIL v3
- Active Secret Clearance
- Willingness to work flexible hours
- Shift work may be required
- On Call Status may be required
- Theatre and Country clearance