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