Help Desk Support Service Specialist - Senior
Computer World Services (CWS)Corporation


Job Info


Job Description 

Key member of a team providing support for the US Army Identity Credential and Access Management (ICAM) Services contract supporting systems on both Non-classified Internet Protocol (IP) Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet). Responsible for providing support to end-users for PC, server, mainframe applications, and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Recommends systems modifications to reduce user problems. 

Key Tasks and Responsibilities 

  • Provide troubleshooting and engineering Tier 2 and/or Tier 3 support for all issues from trouble tickets submitted by customers.  
  • Conduct necessary coordination between Army Enterprise Service Desk (AESD) to receive ticket and any subsequent communication as required to resolve trouble tickets.  
  • Document new features that would help resolve issues in the future. 
  • Manage, track, and support all customer support tickets received from AESD or directly from the customer 
  • Track all trouble calls and tickets, their status, and history through closure for reporting purposes.  
  • Provide on-call support after normally business hours as required. 


Education & Experience  

  • MA/MS degree with 10+ years relevant experience (BA/BS degree and 12+ years can substitute). 

Certifications  

  • Relevant industry certifications are desired. 

Security Clearance  

  • DoD Secret clearance is required 

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) 

  • Telework may be allowed. 
  • Some travel may be required to support contract requirements. 

EOE AA M/F/Vet/Disability 

EEO is the Law:  http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf 



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