CSR/Helpdesk III

Position Overview:


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.


Position Description:


Establishes and maintains user accounts, assigns file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment.



·         Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

·         Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error

·         Troubleshoots to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues

·         Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request

·         Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team

·         Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction

·         Requires experience and knowledge of installation, configuration, and troubleshooting of computers

·         Experience and knowledge of help desk call tracking management system

·         Requires strong communication and excellent customer service skills

·         Trained and certified in automated help desk management systems is desired


·         Must have an active, current Top Secret Clearance

·         CompTIA A+CE, Security+CE or Network+CE or higher DOD8570.01M Security Certification


Additional Information:

·         Experience using IT Service Management (BMC ITSM) is a plus

·         Windows 7 Operating Systems Certified is a plus

·         Must be willing to travel up to 25%