IT Ops Support Analyst III in Washington, Washington

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This position needs

Active Interim Secret or Higher MUST
Security+ certification MUST

IT Ops Support Analyst III
Location:

Arlington, VA (Pentagon) 20380
Duration :

1-2 years

Start date : Mar 10, 2014

Active Interim Secret or Higher MUST
Security+ certification MUST

Responsibilities:

Handle incoming customer calls

Gather information about the customer's problem

Create a ticket for all customer inquiries

Perform troubleshooting and problem resolution

Communicate resolution to customer

Perform problem resolution follow-up

Provide user administration, application software and network support

Active Directory user administration tools,

network drive mappings, printer mappings

Application software : Navy legacy,

Windows

MS Office,

Outlook

General network trouble shooting

Remote Access Services via VPN or Dial Up

Provide general trouble shooting

: PC hardware,

Printers, PDA (like Palms and Blackberry)

Provide status to pending trouble tickets in a timely fashion, per policy

Review all open tickets on a regular basis and follow up

Identify responsible group for problem resolution when necessary

Escalate or transfer a problem to the next level when necessary

Document and communicate steps taken in troubleshooting process

Provide accurate information and documentation in the ticket

Close all tickets when problem resolved satisfactorily

Provide customer with ticket information and ticket number

Provide customer with ticket status when requested

Follow-up with customer when tickets are resolved in order to close ticket

Maintain and improve knowledge of Service Desk procedures and tools

shyam@dansources.com


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