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Help Desk Technician
Help Desk TechnicianInstantServe LLC • Fort Meade, MD, United States
Help Desk Technician

Help Desk Technician

InstantServe LLC • Fort Meade, MD, United States
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Qualifications Required :

  • Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.
  • 5+ years of directly related experience in supporting Tier II and Help Desk operations
  • Proficient in the use of BMC Remedy, JIRA Service Desk, PRISM, or ServiceNow "Support IT", contract , and purchasing software
  • Familiarization with specific technologies (e.g., Oracle, Sybase, RedHat, Windows, ClearCase, Serena, etc.)is desired
  • Proficiency in MS Office products
  • Knowledgeable in the use of remote-control utilities to resolve customer issues
  • Familiar with a variety of fields' concepts, practices, and procedures
  • Experience in providing technical support and troubleshooting network, desktop, and / or system hardware and software
  • Excellent communication, business analytical, and problem-solving / troubleshooting skills
  • Effective Customer Service and management skills / capabilities, including a demonstrated ability to work cross-functionally (internally) and / or externally
  • Strong English language skills (both written and verbal)
  • Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment
  • Ability to efficiently handle stressful situations

Security / Certification Requirements :

  • Final Secret required

    • Qualifications Desired :

  • Help Desk Lead and / or Tier II or III support experience on the DISA Storefront project preferred
  • Financial, procurement, or contracting and acquisition background preferred

    • Essential Functions and Responsibilities :

  • Provide Tier II Help Desk support, ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
  • Update Known Error Database
  • Provide Level II support for escalated incidents, and perform proactive near-real-time system monitoring that applies to the DISA Storefront solution / application(s), requiring DISA Storefront application-specific knowledge and reach-back to Oracle, as necessary, to resolve product issues
  • Provide the Government with recommendations to reduce or eliminate unnecessary work and reduce the number of handoffs and the volume of Level II incidents
  • Participate in governance activities as required, including analysis, determination of root cause, and document findings
  • Provide support for system release-related activities (e.g., create, document, test, and support the production patches that are built to move the code from the code base to production)
  • Provide Level III support to include, but not limited to, the following activities : Analyze and Resolve Changes escalated from Level II and document analysis / findings; Perform advanced incident trend analysis
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    Help Desk Technician • Fort Meade, MD, United States

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