Security Clearance: Top Secret

Position Summary: Configure and maintain the help desk tracking tool and should understand the existing Remedy software. Be able to issue ticket numbers with date/time stamp to the customer and provide the customer with an estimated time for resolution. Use Remedy to track all customer and management requests for help desk assistance, new work orders, and requests for new or changing customer IT requirements.

• Open, tracks and close trouble tickets
• Ensure problem ownership and promote end-user satisfaction
• Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, dispatch field engineers from appropriate team
• Provide software/hardware trouble-shooting support & coordinate with support resources as problems are reported through the Help Desk or assigned by task manager
• Evaluate documented resolutions and analyze trends for methods to prevent future problems
• Prioritize and manage projects according to needs and deadline demands using thorough analysis and procedural implementation
• Research and analyze reported system problems and initiate appropriate action and documentation
• Assist in the implementation of software\hardware system projects as assigned
• Provision & deactivate user accounts, user permissions, and applications as assigned
• Monitor system performance indicators as requested
• Perform miscellaneous tasks (i.e. use of office automation tools; help desk updates, telephone coverage, etc.)
• Securely configure workstations to operate on the network, including the installation of operating systems and application software with the appropriate security settings and patches
• Must be familiar with the locations of all field offices and prepare equipment for shipping by the DSS mailroom to remote locations and customers
• Must have a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Must understand existing DSS applications and provide end-user ad hoc training (at desk side) for installed applications and operating systems.
• Experience in the set-up, configuration, use, and trouble shooting of computer
• The contractor shall provide support for moving IT equipment, installing new IT equipment
• Coordinate licensing renewals, support, and warranty repairs with the vendors
• Ensure that all DoD Public Key Infrastructure (PKI) certificates remain current on the installed base of equipment

Qualifications:

• Active top secret clearance
• Trained and certified in automated help desk systems
• Have 6 years of credible experience in Help Desk Support and demonstrate their knowledge of the management of an efficient and effective Help Desk, to include processes and procedures, for a centralized Help Desk
• Be familiar with troubleshooting of hardware, operating system problems, installing desktop applications, administrating accounts and permissions, and providing direct assistance to users
• Must have experience with Remedy ARS v6.0 software configuration, installation, and support.

To apply for open positions with Sevatec, Inc., please click here for an application form. You can also e-mail your resume and cover letter to ngulati@sevatec.com and reference the job title in the subject line of your e-mail. In your cover letter, please indicate how your qualifications match the requirements of the position for which you are applying. We can also be contacted by fax at (571) 766-1301.