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Sr Technician, Help Desk
Ref No.: 18-02017
Location: Ft. Belvoir, Virginia
CPI is seeking a Help Desk Technician to provide timely and professional Tier I/II support to users.

To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior agency staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. This assignment is a US Government Contract which requires all applicants to be US Citizens.

Responsibilities:
  • Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies
  • Screen, refer and diagnose internal/external inquiries and work requests as they relate to support of related systems
  • Provide end-user software troubleshooting and support
  • Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions
  • Document all user requests and actions taken in Remedy ticketing system
  • Provide phone and help desk support for local and off-site users
  • Maintain internal knowledge base for Help Desk technicians and users
  • Answer phones and emails in a timely manner
  • Maintain printers and multifunction devices
  • Create and maintain Windows 10 desktop/laptop images
  • Maintain software and hardware assignments.
  • Participate in special projects as required.

Background & Experience Required:
3+ years' of directly related experience supporting help desk operations or customer service.
  • Experience with the following is a must:
  • Microsoft Office Suite 2013/2016
  • Windows 10
  • Outlook Email Client in an Exchange Server Environment
  • Experience with remote access to users' computers
  • Experience working with networked printers.
  • Active Directory.
  • DoD STIGs/IAVMs is a plus

Education:
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Clearance & Certification Requirements:
  • Must have a minimum of an Interim Secret clearance on hire and confirmed within JPAS. Continued employment is contingent on receiving a fully adjudicated Secret clearance.
  • Current CompTIA Security+ CE certification.
  • Computing environment certification (Windows 10 MCSA or MCP preferred)
  • If you start only with a Security+ CE, continued employment will be contingent on receiving the additional Windows certification within 3 months after your start date.

Work Location:
  • Client Site, Fort Belvoir, VA
  • Shift work between the hours of 4PM to midnight or 9:30AM to 6PM Monday through Friday
  • Some flexibility may be required to cover when others are out of office
  • No alternate work schedules.
  • No telework allowed.