Position Title:
Help Desk Specialist II TOP
Duties:
1. Responsible for diagnosing and responding to customer problems in-person, telephonic, and e-mail discussions with customers.
2. Conduct problem identification, research, isolation, resolution, documentation, and follow-up to the customer's satisfaction.
3. Work successfully with employees.
4. Resolve customer problems and requests within 2 business days and when necessary request help or escalate the problems.
5. Provide customer assistance and support for IT services.
6. Provide activity reports.
Specialized Experience:
1. Individual should have a minimum of 2 years experience resolving customer service problems in MS Windows and Office software.
2. Knowledge and experience with Microsoft operating systems and office suite software
3. Knowledge and experience with Internet browsers
4. Knowledge and experience with microcomputer hardware, including internal components and peripheral devices
5. Knowledge and experience with Call center management software
6. Knowledge and experience in the areas of security; operations; hardware and software installation, configuration, and support; Internet; networking; and customer service.
7. Demonstrate oral and written communication skills. Strong command of the English language is required.
Education/Training Requirements:
1. Bachelor's Degree in related field or equivalent experience and three years performing problem identification, analysis, and resolution in broad-based Automated Information System (AIS) settings including contemporary computer hardware, software, and programming environments.
2. Microsoft and other product certifications are desirable.
Security Clearance Requirements: Secret and Non-clearance positions available
Position Title:
Network Engineer (Network Systems) TOP
Duties:
Incumbent performs technical work as a team member in support of the management and operation of LAN/WAN network communication systems. Individual will be instrumental in the planning, analysis, design, testing, quality assurance, configuration, installation, and maintenance of these systems. Specific duties will include:
1. Assist in the installation and configuration of LAN/WAN network architecture, network devices, and VPN appliances.
2. Analyze LAN/WAN network performance data and make recommendations for improvements.
3. Research and make recommendations for the improvement of network architecture and infrastructure.
4. Serve as a team member conducting network surveys, and/or planning and implementing specific assignments for the installation of new network systems or services.
5. Coordinate with members of the team and with subject-matter specialists to troubleshoot and resolve network issues and outages.
6. Work with the network team to coordinate the various phases of testing and installing network hardware and software.
7. Provide users and management with advisory and technical guidance and recommendations to improve network operations, functionality, control, and overall support.
8. Must be willing to take on new responsibilities and learn new technologies and equipment as required
9. Respond to Help Desk support requests within two hours.
10. Submit activity reports as required.
11. Perform network analysis and utilization reports as required.
12. Monitor administrative processes such as procurement requests and the progress of network construction efforts. Provide status to the lead network engineer as required.
Specialized Experience:
Individual should have 3-5 years experience performing technical duties in support of network servers and client computers. The following knowledge and skills are required:
1. Broad experience with network systems design, development and installation in a multi-vendor environment.
2. Experience with various WAN technologies to include Frame Relay and DSL.
3. Network systems management methods including end-to-end systems performance monitoring.
4. Capable of working independently or as a member of a team to complete projects by the required deadline.
5. Strong writing and communication skills
Education/Training Requirements:
Security Clearance Requirements: Secret and Non-Clearance Positions Available
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