Help Desk Support Specialist - Delaware Nation Industries

DNI is providing Manpower and IT Support for the Navy Joint Strike Fighter Program in Crystal City, VA.  We are currently interviewing for a Helpdesk Specialist / Desk side support to support this initiative in an enterprise-level work environment.

***Candidates must have a Secret Clearance to qualify.

• Provide Desk Side support at the Tier 1 &2 levels.
• Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
• Well organized and an independent worker.
• Other duties as assigned.

Minimum Education Required:

• High School diploma or GED.

Minimum Experience Required:

• Four (4) years of directly related experience supporting help desk Tier 2 (Desk Side support) operations, preferably supporting a large-scale government customer.
• One (2) year of IT Problem Solving/Troubleshooting experience.
• One (1) year of experience with remote management tools.
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
• Demonstrated experience with Remedy/Help Desk Management Systems.
• Ability to lift up to 50 pounds
• Demonstrated experience with Active Directory, Network Basics and VPN Basics.

IAT Level I baseline certification in accordance with DoDD 8140.01 “Cyberspace Workforce Management” (or achieve within three months of hiring)

AAP/EEO Statement:
DNI complies with all federal, state and local laws designed to protect employees and job applicants from discrimination based on race, religion, color, sex, parental status, national origin, age, disability, genetic information, military service, or other non-merit-based factors.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.