Abile Headquarters

  • Help Desk/ Support Specialist, Jr

    Job Locations US-VA-Springfield
    Posted Date 2 days ago(7/13/2018 8:41 PM)
    Job ID
    2018-1014
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Abile Group has an exciting and challenging opportunity for a Help Desk Agent supporting an Intelligence Community Customer on an Enterprise Management and Cyber Security outsourcing contract.  The Enterprise Service Desk serves as the end-user’s single point of contact for reporting all IT service-related issues, initiating requests for IT services contained in the agency’s IT Service Catalog, and assisting with questions concerning the agency’s IT services. The ESD is responsible to provide on-line self-service capabilities (Tier 0) for users to attempt to resolve issues and to request new IT services as well as to provide 24x7x365 Tier 1 customer service phone support and virtual chat support for end-end user accounts distributed across multiple network domains. This responsibility includes tracking of all requests from initial customer contact through closure.

     

    Abile Group, Inc. was formed in July 2004 to partner with the Intelligence Community and their Contractors in the areas of Enterprise Analytics & Performance Management, IT & Systems Engineering and Program & Project Management. We have significant experience with the Federal Government and are an EDWOSB dedicated to our employees and clients. We are looking for high performing employees who enjoy providing advice and guidance along with solutions development and implementation support, crafted by combining industry best practices with the clients’ subject matter experience and Abile’s breadth of expertise. Abile Group is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability, or national origin.

     

    The right candidate will possess the following skills and capabilities and be ready to handle all responsibilities independently and professionally.

    Responsibilities

    • Responsible for providing technical assistance and support related to computer systems, hardware, or software.
    • Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
    • Writes training manuals.
    • Trains computer users.
    • Responds to email or chat messages for customers seeking help.
    • Asks questions to determine nature of problem.
    • Walks customers through problem-solving process.
    • Runs diagnostic programs to resolve problems.
    • Follows up with customers to ensure issue has been resolved.
    • Gains feedback from customers about system usage.
    • Runs reports to determine malfunctions that continue to occur.
    • Monitors programs to verify security assurance and weakness capability.
    • Provide technical assistance and telephonic support for Service Desk to Intel Customers.
    • Maintains documentation of problems and meets Service Level Agreement Requirements for calls answered and resolved.
    • Help provide technical assistance and support for Workflow Management services.
    • Monitor and support ticket workflows.
    • Review, assign, reconcile and support the management of tickets throughout their lifecycle.
    • Helps coordinate with IT service providers and communicates outages and plans for recovery.

    Qualifications

    Clearance Required: TS/SCI

    Degree and Years of Experience: Bachelor’s degree or equivalent

    Required Certifications: IAT Level 1 Certification (A+, however Security + preferred)

    Shift: Various, Monday through Friday between 5am and 7pm Eastern time

     

    Required Skills:

    • Remedy
    • ServiceNow
    • Customer Service
    • Active Directory
    • Service Desk
    • Help Desk

     

    EMCSS 157

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