ASM Research, An Accenture Federal Services Company
Mid-Level Help Desk Agent
ASM Research, An Accenture Federal Services Company, Alexandria, Virginia, us, 22350
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.
Responsibilities
Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
Provide customer onboarding and offboarding.
Provide account management support.
Process all IT SM tickets to completion.
Provide 24/7 Tier 1 support for all environments and networks supporting end users.
Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)
Assist Cyber Operations with continuous monitoring activities.
Participate in training, testing, and exercises related to incident response and contingency planning.
Required Qualifications
Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.
Bachelor’s degree in an area related to the labor category with at least 5 years’ experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree.
Other Job Specific Skills
Excellent customer service skills
Excellent communication and interpersonal skills
Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
Strong problem solving and analytical skills
Technical expertise in:
Microsoft Windows Operating Systems
Microsoft Office
Network Connectivity
Print Services
E-Mail and Internet mail
Strong understanding of how PC work and related troubleshooting
Ability and desire to build additional technical skills
Ability to interact effectively with others
Ability to follow instructions to produce desired results
Aptitude to multi-task workloads
Ability to remain calm and courteous in periods of stress
Ability to work with broad range of experience levels
Strong administrative and organizational skills
Willingness to work overtime and varying hours as required
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
Responsibilities
Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
Provide customer onboarding and offboarding.
Provide account management support.
Process all IT SM tickets to completion.
Provide 24/7 Tier 1 support for all environments and networks supporting end users.
Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)
Assist Cyber Operations with continuous monitoring activities.
Participate in training, testing, and exercises related to incident response and contingency planning.
Required Qualifications
Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.
Bachelor’s degree in an area related to the labor category with at least 5 years’ experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree.
Other Job Specific Skills
Excellent customer service skills
Excellent communication and interpersonal skills
Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
Strong problem solving and analytical skills
Technical expertise in:
Microsoft Windows Operating Systems
Microsoft Office
Network Connectivity
Print Services
E-Mail and Internet mail
Strong understanding of how PC work and related troubleshooting
Ability and desire to build additional technical skills
Ability to interact effectively with others
Ability to follow instructions to produce desired results
Aptitude to multi-task workloads
Ability to remain calm and courteous in periods of stress
Ability to work with broad range of experience levels
Strong administrative and organizational skills
Willingness to work overtime and varying hours as required
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.