Tier I Helpdesk Engineer

Since its founding in 1978, SRA has successfully performed thousands of high-level projects delivering sophisticated information technology (IT) systems and solutions to the U. S. Government and commercial organizations. We combine extensive domain knowledge with technical expertise to help our clients improve their performance. Our capabilities span the system development life cycle and include systems integration, as well as data and text mining services and solutions. SRA is consistently recognized as an IT leader by clients, industry associations, and business and technology publications.Daily Responsibilities: Provide Tier 2/Level II-type support for a service desk team, providing telephone support to over 15000 users worldwide. Provide technical support for desktop operating systems, software, hardware, as well as enterprise and local printers and related peripherals. Responsible for the quality and timeliness of work performed. Opens, tracks, and closes all related tickets, monitors ticket queues and ensures data quality for ticket and knowledge management system.. Ability to troubleshoot and resolve IT-related problems to determine if problem is related to local client, firewall/security; LAN, or telecommunications issue. Daily Responsibilities Continued Knowledge of Windows XP configuration management and security aspects. Technical knowledge of software packaging technologies. Broad technical knowledge of scripting technologies: Script logic, etc. Broad technical knowledge of imaging technologies: Ghost, etc. Experience with administration of Remedy ticketing system. Broad networking knowledge required to include TCP/IP protocols, DHCP, DNS technologies, SMS and Active Directory 2003. Broad technical writing skills. Required: Years of experience (min) 2
REQUIREMENTS
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