SRA International, Inc., A CSRA Company Help Desk Technical Support (SR) in MacDill AFB, Florida
Clearance Level Must Currently Possess:
Top Secret w/SCI eligibility
Clearance Level Must Be Able to Obtain:
Top Secret SCI
No Suitability Required
Senior Help Desk Technician Job Description:
Functional Responsibilities: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is an expert with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills. Special Operations Force experience is preferred (but not required). Shift work is expected.
Specific Responsibilities: Senior HDTs must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. These technicians must have extensive experience troubleshooting core services (file, e-mail, print, web, portal and transport), and be able to mentor lower level technicians to become experts within these areas. Must be able to present a professional, sharp and technically saavy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team. Senior HDTs must be qualified to perform the following functions:
Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 56,000+ customer enterprise.
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
Document, track, resolve, and report on problems and work orders using Remedy Action Request database system.
Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world.
Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
Ability to install, maintain and troubleshoot server, network, system and application issues.
Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution.
Must be proficient with Dameware, RDP and Terminal Services.
Minimum Education/Experience Requirements: Associate’s degree in information systems or computer science and six (6) years of directly related Information Technology Service Desk experience or equivalent combination. Additional Professional Certifications may substitute for up to 1 year experience.
Required certifications: IAT Level 1 or level 2 certifications with enrollment in Continued Education (CE) for that certification (which shall not expire within the first 6 months of hire); Must obtain HDI Certification within six (6) months of hire.
Preferred Certifications: MCP and ITIL V3 Foundations.
Work Hours: 24x7 Days, Mids and Late shifts to include weekends and holidays.
Security Clearance Level: Candidate must have a TS SSBI and be eligible for SCI.
# of Openings:
Scheduled Weekly Hours:
T elecommuting Options:
Telecommuting Not Allowed
USA FL MacDill AFB - 7115 S Boundary Blvd (FLC050)
Additional Work Locations:
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
THINK NEXT. NOW.
CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.
We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.
Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.
We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.