• Work with a dedicated, highly skilled team of professionals.
• Resolve critical IT-related issues that negatively impact the mission.
• Monitor events and perform corrective actions according to documentation.
• Escalate incident reports to required groups and monitor as defined in SLA.
• Lending expertise and institutional knowledge to less experienced team members to improve the overall excellence of the team.
• Providing desk side support for hardware focused IT issues.
• Customer point of contact for all related technical issues.
• Provide customer support service requiring broad technical troubleshooting skills.
• General duties include; collecting, logging and implementing customer requirements/work orders, installation of desktop (and some server) hardware and peripherals, problem troubleshooting and customer support service support on all issues and problems related to the network and related elements (i.e., Microsoft XP, Microsoft Office, Windows 7, Lotus Notes, etc.)
• Provide a total customer support service as a single point of contact for all issues relating to IT services for a particular customer.
• Answer users' inquiries regarding computer software and hardware operation to resolve problems including requirements originating from a field location.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Update and communicate with users about problem progress.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Vegas System Monitoring.
• Collaborating with team members to identify process improvements.

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Minimum of 11 years related experience.
• Technical Skills: Troubleshooting both software and hardware IT-related issues, excellent customer service, IT ticketing system experience
• Strong customer service skills
• Strong verbal and written communication skills
• Security Clearance Level: Top Secret/SCI with Polygraph

DESIRED QUALIFICATIONS

• Incident Management, Escalation Management
• Vegas application experience, system monitoring experience