• Akima, LLC
  • Drexel Hill , PA
  • Customer Service/Call Center
  • Full-Time
  • 759 Cornell Ave

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Description

Tundra Federal, an Akima, LLC company provides agile, innovated and trusted information technology solutions to the Federal Government and Federal Integrators. Our capabilities allow customers to implement and evolve IT infrastructures to achieve, maintain and advance functionality, efficiency, security, and compliance. As an SBA certified 8(a) Alaskan Native Corporation (ANC), Tundra Federal provides the Federal Government the avenue for streamlined and timely acquisition of mission critical services and solutions. Responsibilities:
  • Able to work independently and with minimum supervision.
  • Provide Desktop Support services to the government user community.
  • Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.
  • Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.
  • Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.
  • Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.
  • Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.
  • Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
  • Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
  • Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
  • Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
  • Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.
  • High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
  • High-level knowledge of Office 2007/2010/2013/2016, especially, Word, Excel and Outlook.
  • Deploy hardware and software to fulfill user requests.
  • Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.
  • Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.
  • Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management.
  • Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.
  • Create and/or revise Standard Operating Procedures (SOP).
  • Adhere to all OPM and Tundra policies and procedures.
  • Assist with evaluating/testing new technologies for the agency.
  • Travel between field site office(s) to provide assistance, as needed.
  • Qualifications

    Minimum Qualifications:

  • 1-2 years experience in technical Help Desk environment.
  • 1-2 years experience working within an Active Directory environment
  • 1-2 years experience in troubleshooting issues with Windows XP operating system
  • 1-2 years experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
  • 1-2 years experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry
  • 6 Months-1 Year experience with Windows 7.
  • 6 Months-1 Year experience with Windows 10
  • Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
  • Experience with hardware components such as hard drives, power supplies, and motherboards.
  • Excellent oral and written communication skills.
  • Excellent phone etiquette.
  • Strong technical aptitude including excellent troubleshooting skills.
  • Ability to work with users that have limited technical knowledge.
  • Ability to instruct users utilizing verbal communication.
  • Ability to work in a fast-paced, dynamic environment.
  • Ability to interface with all levels of management.
  • Desired Qualifications:

  • Help Desk ticketing systems such as Remedy and Service Now,
  • Remote tools to resolve user issues, such as SCCM and Remote Desktop,
  • Understanding of ITIL methodologies such as Incident and Problem Management.
  • MCP,
  • MCDST,
  • A+,
  • Network+,
  • MS Office,
  • HDI Support Center/Desktop Support Analyst,
  • ITIL Foundations V3
  • Proficiency in Win7 and Win10
  • The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary.
    Associated topics: assistance, client, help desk, information technology support, network, patient, pc, systems administrator, technician i, technician iii

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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