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Help Desk Functional Analyst

CoSolutions, Inc. is seeking qualified Help Desk Functional Analyst candidates to support an Information Technology (IT) Service Desk which receives and resolves 15,000 tickets monthly through the Remedy 8.1 service management software. The IT Service Desk supports a 10,000+ user community within the Department of Homeland Security (DHS).

 

Responsibilities:

  • You will demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all level.
  • You will also be analyzing and resolving complex service requests and incidents that have been escalated by the Call Center to the Service Desk.
  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and mobile device problems.
  • Escalate to dispatch a field technician to provide desk-side user support if the issue cannot be resolves remotely.
  • You will possess technical skills to resolve technical tasks, including but not limited install, upgrade, and troubleshoot applications; troubleshoot issues with shared drives, mapped network drives, network connectivity and VPN access.
  • Ability to perform in-depth troubleshooting skills on Operating Systems (Windows 7 & Windows 200), Microsoft Office products, software and various Internet browsers to include Internet Explorer, Mozilla Firefox.
     

Requirements:

  • Active DHS/EOD Clearance
  • Requires bachelor’s degree or equivalent 6 years of related technical help desk experience.
  • Strong customer relations/customer service skills.
  • Experienced troubleshooting desktop, software, and end user devices issues. Comfortable leveraging remote-control technology in the process of troubleshooting desktop and mobile device problems.
  • Experience with BOMGAR or another similar remote desktop tool to support desktop and network troubleshooting
  • Advanced experience with Active Directory administration.
  • Experience using Remedy service management software (or similar tool) to track incidents and service requests through the full lifecycle
  • Some Experience with patch management software (e.g., SCCM) and some experience installing, upgrading, or removing software
  • Experience in one or more systems and architectures and associated hardware: mainframe, mini, or client/server based.
  • Knowledgeable of Problem Management best practice and processes.
  • Knowledgeable of Configuration Change Management best practices.

Desired Skills/Experience:

  • CompTia A+, or Network+, or Security+ Certification
  • MCP Certification
  • ITIL v3 certification
  • HDI Certification.

 

Physical Requirements:

  • Ability to sit for extended periods of time.
  • Ability to stand for extended periods of time.
  • Ability to walk to various locations as needed.
  • Ability to bend and navigate to perform assigned duties.
  • Ability to lift light to moderate equipment as needed for job.
Company Name:
Security Clearance:
DHS
Location:
Washington, District of Columbia
Country:
United States
Salary:
Not Specified
Job Number:




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