Global Service Center Tier 1f Desktop

Program Overview

About The Role

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary. Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available. Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts. Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Qualifications

Required Qualifications:

HS Diploma with 4 years of relevant experience.

Must be U.S. Citizen

Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one

Security+ Certified

CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program

Ability to work in a 24/7/365 environment including holidays

Familiar with Service Desk support methodology

Desired Qualifications:

CompTIA A+ certification or equivalent preferred

HDI certification or equivalent preferred

Relevant technical certifications preferred

Familiar with ITIL

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.