Qualifications Requirements- Clearance: Secret
- Have a Bachelors degree in IT or closely related field with a 2 4 years of experience
- Minimum of 2 years experience working in support of desk side services with specific focus on supporting executive VP\\VIP levels and their assistants.
- Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers.
- Experience preferred Ticket tracking system, and Office 365.
- Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
- Prior executive level support is preferred.
- Ability to work individually and with little supervision.
- Have or obtain DoD 8570 IAT Level 2 certification (e.g. Security + CE, CISSP, etc.) within three months of beginning position.
Responsibilities Perform the duties of a Desk Side Support Analyst providing desktop support functions for Air Force staff located at the Defense Health Agency Headquarter (DHHQ) in Falls Church, Virginia. The Desk Side Support Analyst will be responsible for the following functions:
Provide on-site troubleshooting for desktop hardware and software support.
Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers.
Install, monitor, troubleshoot, replace, and support, end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, scanners, etc.), Active Directory, and other third-party software.
Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system as prescribed by the Air Force.
Work with VIPs, providing a white glove service where necessary.
Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
Reassign or escalate incidents and requests to appropriate support level, third parties or other teams.
Track all work, inventory, and projects using a ticketing system
Provide assistance and participate on new project(s) testing and deployment/delivery.
Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
Provide input and update knowledge base as necessary.
Coordinate the logistics of and conduct the movement of assets and equipment
Document, update and close tickets according to defined Air Force processes.
