TECHNICAL SUPPORT TECHNICIAN 2 w/ACTIVE TS Clearance (61674)
Information Systems - Help Desk
USA-VA-Quantico
Security Clearance: Top Secret
Clearance Status: Must be Current
Schedule: Full Time
Type of Travel: Local
Percent of Travel Required: Up to 10%
Description
Duties and Responsibilities:
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Troubleshoots determine problems for operating systems, applications and remote access, email, and telephone and wireless issues.
Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request.
Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction.
Tracks activities of field engineers to who tickets were assigned.
Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites.
Required Qualifications:
Must have active TOP SECRET security clearance
Must have Security+ certification .
Requires experience and knowledge of installation, configuration, and troubleshooting of MS Windows based computers.
Must have basic knowledge of help desk call tracking management systems (Remedy).
Requires strong communication and excellent customer service skills.
Typically requires associate's degree or equivalent and five to seven years of related experience
Desired Qualifications:
A+ certification a plus.
CACI is an Equal Opportunity Employer M/F/D/V.
