Required skills 8570 certification: One (1) of the following : A+, Network +, Security + Microsoft Vista Microsoft Office 2007 Installation of Network Printers Demonstrated effective communication skills, both written & verbal Detail oriented with the ability to work in fast-paced, team-oriented environment, illustrated by previous related professional level experience Demonstrated experience with end user application support Demonstrated experience with Blackberries Demonstrated problem solving skills Proven excellent technical and analytical skills, demonstrated through previous related work experience with PC hardware and software Demonstrated excellent organizational skills Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner Desired skills Previous service desk supervisory experience Experience with DoD computer systems and tools Demonstrated skill in preparation of procedural documentation Demonstrated experience with remote support operations Software distribution experience Familiarization with troubleshooting CAC cards.
Specific Job Description Applying excellent working knowledge of PC software and hardware. Providing direct support to end users by supporting how to questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents. Improving the MS-Office applications support capabilities by coaching and developing members of the remote desktop support team and by participating in the development and training of the level 1 analysts for first contact resolutions. Establishing and enforcing policies and procedures in order to meet service level agreements for problem resolution. Analyzing team performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Reporting metrics and statistics on team performance. Responsible for learning and applying new technologies as necessary.