Opening: Computer Support Technician I, II, and III

Beavercreek, OH - Contract - Posted June 6, 2019


Summary

Provides desktop support of user computers and installs and troubleshoots software technical issues.

Responsibilities

• Level 1, Initial Contact and First Touch Resolution: Accepting calls from customers and resolving issues by phone, generate incident reports (trouble ticket) describing the problem, being sure to note pertinent user information (e.g., location or asset), providing initial troubleshooting to resolve the issue, if possible, either by walking the customer through the problem or by taking control of their desktop remotely • Level 2, Detailed or Remote Resolution: A service desk Computer Support Technician works incidents not resolved at Level 1 Enterprise Service Desk by using detailed problem analysis and remote management techniques to resolve the incidents. A NCC service desk CST also supports customer walk-ins including Common Access Card (CAC) Personal Identifiable Number (PIN) resets, NIPRNet/SIPRNet account resets and VIP service requests • Level 3, Touch Labor: This position works the issues not resolved at Level 2 or may require further troubleshooting or hands-on support. If necessary, a CST will be dispatched to the user’s location. • At any point in these three (3) Levels, technicians are empowered to route a ticket to Tier 2

Qualifications

• (Required) Certification: CompTIA Security+ ce (or better) • (Preferred) Experience using SharePoint • (Preferred) Familiar with Remedy ARS

Education

High School Diploma – Required

Experience

• Experience: 1-3 years’ experience or more preferred

Clearance

Must possess the ability to obtain a DoD Secret Security Clearance

Skills and Abilities

  • Strong understanding of Microsoft operating systems, particularly Windows 10
  • Able to read and understand technical manuals
  • Ability to multi-task and prioritize projects effectively

Salary Range

Commensurate with education and experience

Anticipated Start Date

Immediate

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