Help Desk Technician 3*

The Tier-2 Service Desk/Incident Manager will provide support to end users on a variety of issues.

* Identifies, researches, and resolves technical problems.

* Responds to telephone calls, email and personnel requests for technical support.

* Documents, tracks, and monitors the problem to ensure a timely resolution.

* Incident Management is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.

* They represent the first stage of escalation for incidents, should these not be resolvable within the agreed Service Levels.

* The Incident Manager develops and maintains the processes and procedures for incident management, incident escalation, and resolution teams.

* The Incident Manager is the lead technical manager for developing and documenting processes and reporting measures for incident resolution metrics.

* The Incident manager performs the screening and approval of knowledge management artifacts for incident management and service desk operations.

* As lead for the service desk, the Incident Manager maintains and verifies the skills qualifications and performance of all service desk staff.

* Resolve problems that the first‐tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

* Simulates or recreates user problems to resolve operating difficulties.

* Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise.

* Escalates more complex problems to senior level. Provide Tier II support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service.

* Follow all documented processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.

* Responsible for communicating with customers to provide status, feedback, or general information regarding their request or inquiry for service.

* Provide support for system monitoring and system updates using procedures provided by Application Owners.

* Conduct customer satisfaction call backs via phone and/or email and record results in the incident tracking system.

* Monitor trends in problems and questions and seek opportunities to improve support and training processes.

* Simulate or recreate user problems to resolve operating system difficulties. Recommend systems modifications and upgrades to reduce user problems.

* Maintain technical proficiency and vast technical knowledge in field of expertise.

* Escalate more complex problems to senior level for resolution. Provide support to end users focusing on operations, hardware, software, and network connectivity. Image, configure and install computer systems and peripherals; provide applications analysis, review, evaluation, troubleshooting, integration, security, and maintenance support for the JCSE garrison LAN/WAN.

* Answer requests by the trouble‐ticket Help Desk, telephone, or email for IT support.

* Assist with problem identification and resolution by assisting end users as the first and/or second level of support or by determining escalation priority to the appropriate information systems personnel.

* Assist with maintaining technical libraries and lessons learned documentation.

* Coordinate the repair of computers with users and other internal staff or with outside service repair technicians. Assist in the turn‐in of outdated and/or inoperable automated data processing equipment (ADPE) to the Defense Reutilization and Marketing Office (DRMO).

* Develop knowledge and technical skills on a continuous basis to stay abreast of current trends and developments in information technology. Comply with all JCSE information security policies and directives.

* Mobile device setup configuring and troubleshooting. IT asset management. Assist end users with audio visual requests.

AMERICAN SYSTEMS is one of the top 100 employee owned companies in the United States. Employer Ownership means, that at AMERICAN SYSTEMS, we treat each other with respect. Every member of our team has a vested interest and benefits from MISSION SUCCESS. We all have the same goals – particularly in service to our nation's War Fighters; providing, team-focused, mission- essential support in challenging environments. Being truly effective means pushing beyond basic requirements. We build skilled and committed teams of experts. We conduct our work with a sense of purpose; loyal to the mission, our clients, each other and to the long-term success of the company.


Job Requirements

* More than five (5) years of demonstrated relevant help desk service support experience

* BS Degree in an Information Technology related field

* Top Secret (SCI eligible) security clearance

* Security+ certification

EOE M/F/Disability/Veterans