Job title: ARL IT – HD Support Svcs Specialist – Senior (Service Desk Tier 3 )
Company: Technology, Automation & Management
Job description: Under general direction, the Service Desk Tier 3 (Help Desk Support Services Specialist – Senior) provides expert remediation support to end-users for PC, server, mainframe applications, and hardware. This role handles problems that the first and second tiers of help desk support are unable to resolve. Specific duties include interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. The Service Desk Tier 3 simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems. They maintain currency and the highest level of technical skill in their field of expertise. Additionally, they will be responsible for providing expert remediation support (Tier 3) for all IT hardware and software, including various laptop and desktop computers, printers, scanners, monitors, mobile devices, and other peripherals, as well as all software including operating systems, COTS, GOTS, and custom-coded applications. They will utilize the current service desk software (ServiceNow) and provide various avenues for ARL customers to report incidents or make requests, including walk-in, telephone, email, and web-forms. They will also be responsible for desktop application services, asset and software management, audio-visual collaboration systems support, and customer training.
Position Requirements
- BA/BS degree in Information Technology, Computer Science, or a related field
- Over 10 years of experience
- Expertise in providing expert remediation support for PC, server, mainframe applications, and hardware
- Strong analytical and problem-solving skills
Clearance Requirement: Secret Clearance
Baseline Certification/Training Requirements: CompTIA Security+
Full-Time/Part-Time Full-Time
Tags
Pending Contract Award Pending Contract Award
Relocation Assistance
Sign-on Bonus
Travel Required
RFI/RFP
Req Number INF-24-00103
Location ARL IT (ARO) – Army Research OfficeThis position is currently accepting applications.
Expected salary:
Location: Durham, NC
Job date: Thu, 23 Jan 2025 08:47:27 GMT
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