SkyePoint Decisions, Inc.

  • Service Desk Technician

    Job Location US-VA-Springfield
    ID
    2019-1722
    Job Type
    Immediate Hire
    Category
    Information Technology
  • Overview

    SkyePoint Decisions, Inc. is looking for a highly motivated, team-oriented individual to support IT Operations and Maintenance to the Defense Contract Audit Agency (DCAA) to ensure every DCAA employee has reliable support and access to the DCAA’s network equipment, email systems, and shared drives and databases to successfully carry out their mission to the Department of Defense. We are currently interviewing for a Service Desk Technician to support this initiative in an enterprise-level work environment.    

    Responsibilities

    • In this position, the technician troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
    • Responds to and diagnoses problems through discussion with users.
    • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
    • Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
    • Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
    • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
    • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
    • Simulates or recreates user problems to resolve operating difficulties.
    • Recommends systems modifications to reduce user problems.
    • Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. 
    • Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals.
    • Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.

    Qualifications

    • Two (2) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
    • Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
    • Demonstrated knowledge of deploying computer hardware and software.
    • Demonstrated knowledge of a range of diagnostic utilities.
    • Demonstrated progressive experience in the management of a technical support team.
    • Demonstrated experience developing and providing Service Level Agreements and Help Desk deliverables.
    • Demonstrated knowledge of help desk ticketing systems desired. Knowledge of managed services software desired.
    • Demonstrated knowledge of Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.
    • IAT Level I baseline certification in accordance with DoDD 8140.01 or DOD 8570 “Cyberspace Workforce Management”. This position requires compliance with DOD 8570 IAT continuing education certification for technical administrative access to government systems. 

    • Shift adjustments or on-call support may be required to support operational service outages or to meet contractual service level performance requirements. 

     

    SkyePoint Decisions is an established ISO 9000:2008 certified small business headquartered in Dulles, Virginia, with local offices across the Washington, DC, metropolitan area. SkyePoint Decisions has grown into a successful federal contractor by combining industry best practices with innovative solutions that consistently meet or exceed customer requirements. We understand and integrate our customer’s technology and mission requirements to successfully deliver high quality, cost effective services on time and on budget.

     

    SkyePoint Decisions empowers a secure dynamic workforce to complete any mission -- anytime, anywhere. It’s what we call Agency Anywhere®. SkyePoint Decisions delivers Agency Anywhere® by tightly integrating our technical competencies (cybersecurity, cloud services, remote access, collaboration, system & network optimization, device management and more) to provide our customer’s operating environments with the security, flexibility, availability, and operational continuity required to enable today’s on-the-go federal workforce to successfully and securely complete any mission – anytime, anywhere.

     

    SkyePoint Decisions is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.

     

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