EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
• Installation, operation and maintenance of computer systems on local area networks (LAN)
• System administration and maintenance of computers running Microsoft Windows 10
• Installation, operation and maintenance of commercial off the shelf (COTS) equipment (i.e. desktop and laptop computers, printers)
• Service Desk management, including incident and problem processing, change request processing, availability management and user interaction
• Coordination of appropriate and timely responses, including channeling requests for help to appropriate work centers for resolution, monitoring progress and keeping users apprised of progress
• A+ Fundamentals (Hardware / Software)
DUTIES/ROLE:
• Delivers first call resolution in accordance with Standard Operating Procedures (SOP)
• Performs Level 1 forward support for incidents and request fulfilment in accordance with applicable SOPs
• Escalates incidents to Level 2 support as necessary
• Installs and maintains CIS assets for CSU Norfolk and supported customers
• Installs and maintains Software on LAN workstations
• Records all actions pertaining to CIS support in the approved ticket management system
• Adheres to Technical Assistance Center SOP
• Provides status updates for assigned requests via the approved ticket management system
• Follows-up with users on completed requests prior to closing associated tickets • Contributes to accountability of CIS assets
• Escalates User Complaint Management and Problem
• Management to TAC Cell Head
• Executes pro-activeness for all requests assigned to User Support Section
• Adheres to work schedule, providing support by engaging directly with the customer
• Must be able to engage professionally in a multi-National environment working with VIPs
