Computer Support Specialist - Journeyman

Business Operational Concepts (BOC) is a recognized leader in providingTechnical and Program Management Services Information Technology and Support.

BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality innovative and cost-effective professional services and solutions. We provide a positive working environment with opportunities for advancement in our growing Federal sector workforce.

We offer an excellent compensation package which includes a generous salary insurance (medical dental etc.) paid leave 401k plan and arecommitted to the diversity we bring to the marketplace and believe customer satisfaction comes first.

JOB SUMMARY:

Business Operational Concepts (BOC) is currently seeking a Computer Support Specialist - Journeyman to work with our government client. The ideal candidate will work with other Tier II team members to assist in resolving users incidences escalated by the Tier 1 Team.

DUTIES AND RESPONSIBILITIES:

Technical support services include identifying analyzing and resolving hardware and software-related issues including but not limited to:

• password resets
• troubleshooting
• fault isolation
• problem management
• hardware/software evaluation
• testing
• installation
• root cause analysis
• hardware maintenance

• Provide Desktop Support services to the government user community.
• Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.
• Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.
• Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.
• Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.
• Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.
• Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
• Perform tasks provided in the Problem Management Plan to resolve reoccurring incidents.
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system Active Directory Microsoft Office Suite iPhone Citrix VPN 2 Factor Authentication and all client owned COTS and GOTS products.
• High-level Knowledge of PC Hardware networking and a good working knowledge of Windows 7 and 10.
• High-level knowledge of Office 2007/2010 especially Word Excel and Outlook.
• Deploy hardware and software to fulfill user requests.
• Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.
• Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.
• Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management. Information provided shall include but is not limited to new location of user and replacement of hardware/software.
• Create and/or revise Standard Operating Procedures (SOP).
• Answer phone calls when directed by the Tier 2 Lead Manager during peak hours and when call volumes are high.
• Assist with evaluating/testing new technologies for the agency.
• Travel between field site office(s) to provide assistance as needed

QUALIFICATIONS:

Required (Minimum) Qualifications Education Certification Experience and Skills

• 2-3 years experience in technical Help Desk environment.
• 2-3 years experience working within an Active Directory environment
• 2-3 years experience in troubleshooting issues with a modern Windows operating system
• 2-3 years experience with troubleshooting issues within the Microsoft Office Suite (Outlook Word Excel PowerPoint Access Visio and Project)
• 2-3 years experience with the following: Internet Explorer Java Citrix VPN 2 Factor Authentication
• Experience with LAN/WAN connectivity troubleshooting design evaluation and / or documentation is desirable
• Experience with hardware components such as hard drives power supplies and motherboards.
• Ability to support the following:
  • Lenovo customer equipment
  • MS Windows 7 or 10
  • MS Office 2010 or higher
  • Standalone networked and Multi-Functional Device printers
  • Cisco telephones
  • Smartphones (iPhone and Android)
  • Remote access technology including: DirectAccess VMWare VPN etc.
  • AirWatch or equivalent mobile device management
  • System Center
• Excellent oral and written communication skills.
• Excellent phone etiquette
• Strong technical aptitude including excellent troubleshooting skills
• Ability to work with users that have limited technical knowledge
• Ability to instruct users utilizing verbal communication
• Ability to work in a fast-paced dynamic environment
• Ability to interface with all levels of management
• Excellent time management scheduling and organizational skills
• Ability to work well independently or in a team setting
• Attention to detail
• High degree of patience

Preferred Qualifications Education Certification Experience Skills Knowledge and Abilities

• Experience maintaining inventory of hardware and communicating with upper management when needed
• Experience performing inventory exercises/audits
• Experience in tracking assets through their lifespan
• Ability to provide event Support (A/V Skype Recording)
• Experience in providing technical support and onsite assistance for events
• Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
• Experience resolving issues for mission-critical staff members (VIPs)