SRA International, Inc., A CSRA Company Senior Help Desk Specialist in Washington, District Of Columbia

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

Public Trust

Job Family:

Customer Support

Job Description:

GDIT is looking for a HelpDesk Technical Support Specialist (Tier III) to support our Federal Energy Regulatory Commission (FERC) located in Washington, DC. The HelpDesk Technical Support Specialist will analyze, troubleshoot and resolve complex issues called into the Service Desk and issues escalated to them. Support involves desk-side support and remote connectivity to client desktops to resolve issues.

Job Responsibilities:

  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

  • May route calls to product line specialists, application, or system support specialists.

  • Maintains and updates records and tracking databases.

  • Alerts management to recurring problems and patterns of problems.

  • Assisting end users with the use of Microsoft Office applications (this includes Word, Excel, PowerPoint, and Outlook)

  • Installing PC applications

  • Creating user documentation and customized training

  • Hardware problem diagnosis and resolution

  • Create, modify, and customize applications for individual users

  • Input and manage software information in Software Licensing Database

  • Configures a variety of FERC application software products to support the continuous availability, reliability, and performance of the FERC installed Applications

  • Troubleshoots and resolves routine problems by consulting with customers and providing timely and accurate responses to service requests

  • Performs other duties as required

Minimum Qualifications:

  • AA or equivalent + 3 years of related experience

  • ITIL V3

  • HDI

  • Tier II and/or Tier III HelpDesk support

Additional Requirements:

Candidates in this role are required to wear business casual attire Monday through Fridays. Business casual is a polo shirt, dress shirt and/or sweater, khakis or dress pants and business shoes. Employees supporting commission hearings or VIP staff shall wear traditional business attire. Traditional business attire includes suits or dress shirts and ties, and dress shoes for men; and business-oriented suits and dress shoes for women.

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA DC Washington - 888 First St NE (DCC123)

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.