HELP DESK Technical Support IV - Djibouti
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 updated resume and certs to Keven DeYoung at 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.
Perform administrative duties in a Microsoft and Cisco centric environment. Maintains, administers, and troubleshoots end user devices and addresses user requests. Performs hands-on and remote troubleshooting and maintenance on end user devices related to user requests and incidents. Main Customer interface for the IT support organization; seamlessly work with other O&M support teams. Troubleshoot desktop, printer, scanner, peripheral, and network hardware/ issues.
Apply DISA STIGs to printers and other end user devices as required. Assist in end user equipment moves, additions, changes, and removals. Satisfy approved user requests for hardware and software. Troubleshoot Cisco end user devices such as Voice over IP telephony and Video Teleconference (VTC) equipment. Assist documenting and/or scheduling office installation/movement of IT equipment machines, telephones as the Customer representative. Provide assistance to the end users by documenting new hardware/software requirements. When equipment is determined to be unserviceable, remove inoperable equipment and re-install when fixed or replaced. Prepare IT equipment for turn-in as required.
Provide assistance to the O&M VTC Team when required. Provide support to Information Assurance as needed. Work with escalated support tiers to troubleshoot issues. Follows established processes and procedures. Documents technical fixes or process improvements as required. Create, update and close Remedy trouble tickets.
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.
Qualifications / Certifications
- AA or equivalent + 6 yrs related experience
- CompTIA Security+ CE
- DoD 8570/8140 IAT II Compliant
- Customer focused with excellent communication skills
- Knowledge of NIPR/SIPR and REL computing environments a plus
- Minimum US Secret clearance to start
- Willingness to work flexible hours
- Shift work may be required
- On Call Status may be required