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Fort Belvoir, Virginia - USD Full Time Posted: Thursday, 7 December 2017
Highlights of Responsibilities
  • Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications and peripheral equipment
  • Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
  • Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests
  • Actively take ownership of Remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion
  • Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation
  • Effectively use approved diagnostic tools to diagnose network connectivity issues as well as image, copy and configure systems for deployment
  • Demonstrate the ability to escalate issues and involve experts for resolution as needed and enforce the rigorous application of Army Information Security/Information Assurance policies while providing a high level of customer support
  • Develop and maintain a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines
  • Expert technical knowledge of PCs and desktop hardware
  • Authoritative knowledge of current protocols, operating systems, and standards
  • Windows 7 operation and software and hardware troubleshooting
  • Microsoft Office 2007, Office 2010 support
  • Working knowledge of AD, Server 2012, remote control tools and TCP/IP fundamentals
  • Ability to operate tools, components, and peripheral accessorie. Proven customer service skills and effective time management, planning and organizing skills
  • Function effectively in a team environment with both technical and non-technical team members
  • Work effectively with minimal supervision and maintain a professional demeanor under stress
  • Manage time efficiently, set priorities appropriately, schedule calls
  • Candidate must possess the following certifications in order to meet the DoD Information Assurance Technical (IAT) Level I Information Assurance (IA) Requirement:
  • Applicant must have and maintain at least one of the following Information Assurance (IA) certifications prior to beginning employment:
  • CompTIA Security+ ce
  • Higher certifications that meet IAT II and IAT III requirements are also acceptable. (Must be approved and verified by management.)
  • Applicant must also have the following Computing Environment (CE) certifications within 120 days from his/her start date:
  • MCSA: Microsoft Certified Solutions Associate MCSA Windows 10 (70-697): Configuring Windows Devices, within 90 days
Preferred Education and Experience:
  • Bachelors Degree in Computer Science, Information Assurance, Information Systems, or other related scientific or technical discipline is preferred
  • Diploma from a technical or vocational school, work experience or industry certifications demonstrating technical proficiency may be substituted for education requirements
  • Must have three (3) to eight (8) years of experience providing IT implementation, troubleshooting, and maintenance support. Expert-level skills in Service Desk operations

Fort Belvoir, Virginia, United States of America
12/7/2017 6:32:57 AM

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