This position is on the Service Desk, and the required schedule is 8 am to 4 pm Monday through Friday. This role will support the IT requirements of users in the headquarters building and in the enterprise.
The person will
Provide exceptional customer service and professionalism in support of Field organization users, while being willing to learn, also be willing to be flexible, and be able to manage multiple priorities while working within a team of less than 10 people.
Unlock user accounts, reset passwords, assist with PKI import/renewal, perform file transfers, create accounts, perform data transfer agent responsibilities, resolve VPN account issues, provide accesses.
Develop and update documentation for SOP's and troubleshooting procedures.
Contribute to technical contract deliverables like weekly/monthly reports, etc.
Use a ticketing system, document repository, and customer tools and applications.
Capabilities Provide support for implementation, troubleshooting and maintenance of IT systems Manage the daily activities of configuration and operation of IT systems Provide assistance to users in accessing and using IT systems Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc. Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution Provide support for the escalation and communication of status to agency management and internal customers Optimize system operations and resource utilization, and perform system capacity analysis and planning Required Qualifications TS/SCI with Agency Appropriate Polygraph Five (5) years experience as a SA in programs and contracts of similar scope, type, and complexity is required. Bachelor's degree in a technical discipline from an accredited college or university is required. Five (5) years of additional SA experience may be substituted for a bachelor's degree. Required Certifications The candidate must currently possess and maintain one of the following certifications:
* Microsoft Technology Associate-IT Infrastructure (MTA-IT)
* Microsoft Certified Solutions Associate - Desktop (MCSA-DT) Windows 7
* Microsoft Certified Solutions Associate - Desktop (MCSA-DT) Windows 8
*Microsoft Certified IT Professional - Windows Client (MCITP-Client) Desktop Support Tech on Windows 7
* Microsoft Certified IT Professional - Windows Client (MCITP-Client) Desktop Admin on Windows 7
* Computer Technology Industry Association - (A +)
* Computer Technology Industry Association - (Network +)
* Computer Technology Industry Association - (Storage +)
*Or equivalent approved by COR-T >
Wyetech, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
