Cimarron is currently seeking Help Desk Support Analysts to support the Nuclear, Security & Environmental (NS&E) global business unit of major engineering, project management, and construction customer in Reston, VA.This opportunity is supporting a 1-year contract.
This opportunity offers a competitive salary and the opportunity for additional cash-in-lieu of benefits.
Key Duties:

• Provide first-level troubleshooting of hardware, software, and operating system problems.
• Document user's problems through the use of an online problem management system, including opening, updating status, and closing problem tickets.
• Respond to telephone calls, email, and problem tickets for personnel requests for technical support.
• Track and monitor the problem to ensure a timely resolution where required.
• Resolve PC software configuration problems and remotely installs software products and/or approved patches.
• Troubleshoot computer problems, performs hardware and software diagnostics and coordinates needed repairs.
• Resolve computer system problems, including coordination between users, product line specialists, and/or enterprise infrastructure support staff.
• Diagnose, isolate, and analyze problems utilizing historical database records.
• Monitor problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.
• Escalate unresolved issues to the successive level of support.

Required Skills, Experience, and Education:

• Due to facility requirements, only U.S. Citizens or permanent citizens are eligible for consideration at this time.
• Cimarron employees are required to follow federal, state, and local laws regarding COVID-19 practices, as well as customer requirements.
• 1 or more years of experience providing customer service.
• 1 or more years of experience in ticket tracking tool such as Heat, Remedy, and Service Now.
• 1 or more years of experience in troubleshooting applications or network related issues.
• Hands-on experience with Microsoft Windows operating systems.
• Experience with techniques, methods of troubleshooting end-user problems, including set-up and support of software and hardware.
• Demonstrated communication and customer support skills.
• Understanding of client-server and networking principles.
• Ability to obtain MCDST or equivalent within 12 months.
• Knowledge of ITIL/ITSM concepts.
• Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.
• High School diploma or equivalent and 5 or more years related experience, or Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline.

Business Profile:

Cimarron is a global solutions company with a strategic partnering approach to satisfying customer-driven requirements. We ensure customer success with a modern approach and experienced leadership. Driven by an entrepreneurial spirit, Cimarron is fueled by highly skilled employees, developing new innovative technologies, and delivering superior products and services. We believe in recognizing employees' worth by offering competitive salaries and benefits, including health and vision insurance, 401(k) contributions, and much more. From company communication through Company-wide information meetings led by our President and CEO, to an Awards program designed to recognize our amazing employees and their accomplishments, you will not only feel like you are a part of a team, you will be a valued member of the Cimarron family. Cimarron is an Equal Opportunity/Affirmative Action Employer, M/F/Disability/Veteran.