Check Out the Careers Vision Has to Offer

Location:  Walter Reed Army Institute of Research Information Management Division

                  Silver Spring, MD

Objective:  To provide excellent customer service to a variety of end user support issues

FUNCTIONAL RESPONSIBILITIES:

• Perform Desktop Support Services – identify, research, and resolve technical problems
  
  
• Provide a level of service that meets or exceed Service Level Agreement (SLA) requirements
  
  
• Set up conference rooms for meetings and troubleshoot video conferencing issues
  
  
• Provide support for numerous hardware configurations and platforms including Desktops, Laptops, Printers, Copiers, Video Conferencing Units, and Smart Boards
  
  
• Provide Tier 1 support via phone and remote desktop access
  
  
• Install, configure and troubleshoot software - MS Office Products, Windows XP, Windows 7
  
  
• Troubleshoot and maintain network printers
  
  
• Use Remedy to monitor and update incoming/assigned tickets
  
  
• Contribute to Service Desk Knowledgebase concerning resolutions
  
  
• Image desktops/laptops for Loaner Pool
  
  
• Maintain/Update Definitive Hardware Library (DHL)
  
  
• Set up user accounts
  
  
• Participate in various projects as requested (e.g., DHL clean-up)
  
  
• Document/update processes as needed
  
  
• Properly escalate and follow through with issues
  
  
• Maintain a high level of customer satisfaction
  
  
• Participate in team projects that enhance the quality and efficiency of Help Desk Support
  
  
• Recommend systems modifications to reduce user problems
  
  

REQUIREMENTS:

• Technical Certification – Must have Security+ and either MCDST or MCITP or ACST


• Dell Certification for Warranty Repair is highly desired


• College degree (4 years of additional experience can be substituted for a college degree)


• 3 - 6 years of hands-on technical experience


• Excellent customer service skills


• Experience which demonstrates the ability to work independently

• Solid communications skills
  
  
• Hands-on experience administering/supporting Windows XP and Windows 7
  
  
• U.S. Citizen