***Must have an active TOP SECRET Security Clearance***
Systems Administrator/Help Desk will support help desk activities as well as additional systems administrations duties in Washington DC customer site.
Duties and Responsibilities:
-Will be responsible for overall metrics gathering, documentation of new workflow release updates and communications to user base for systems outages and system availability updates.
-Help Desk personnel will be responsible for 6am to 6pm shift coverage and scheduling for on-site support and customer primary work hours.
-Provide first level contact and convey resolutions to customer issues.
-Properly escalate unresolved queries to the next level of support.
-Track, route and redirect problems to correct resources.
-Update customer data and produce activity reports.
-Walk customers through problem solving process.
-Follow up with customers, provide feedback and see problems through to resolution.
-Utilize excellent customer service skills and exceed customer's expectations.
-Ensure proper recording, documentation and closure.
-Recommended procedure modifications or improvements.
-Preserve and grow your knowledge of help desk procedures, products and services.
-Additional duties may include, fielding software updates, system testing and enhancements, metrics gathering, report creation, and implementation of both operational and technical requirements into a production environment.
-The candidate will use their strong, well-rounded foundation of technical skills and experience encompassing a broad range of information technology (IT) fields including hardware, software, networks, and information security.
-Working in a team-oriented help desk/technical support environment and will be working in Sponsors IT systems and networks.
-Requires BS Degree and 2-4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience.
-Proven working experience in providing help desk support and systems administration
-Experience in identifying technical problems, troubleshooting a variety of hardware and software issues, and engineering technical solutions.
-Working knowledge of help desk software, databases and remote control
-Strong client-facing and communication skills
-Advanced troubleshooting and multi-tasking skills
-Customer service orientation.