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Overview

This position description is subject to change at any time as needed to meet the requirements of the program or company.

 

POSITION SUMMARY:
Front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service Desk in person, by phone, using Remedy call management software or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.


Responsibilities

MAJOR JOB ACTIVITIES:
1. Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner. Assists the IMO with daily functions of computer, network, and software management for the site and all users.
2. Provides immediate response to all customers who come to the Service Desk. Person to person interaction involves troubleshooting, information exchange, and help with ticket submission and issues. Excellent interpersonal skills are required.
3. Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
4. May be required to work for 12-hour shifts utilizing Remedy and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
5. Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoots all other site authorized software with IMOs and users.
6. Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.

7. Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management.
8. Performs other duties and assignments as required.

 

WORKING ENVIRONMENT/ PHYSICAL ACTIVITIES:
1. Candidate must be able to lift, push and pull up to 40 lbs.
2. The work environment will be 95% indoor and 5% outdoor. The outdoor work environment may exceed temperatures 100°F. Candidate must be able to physically withstand extreme heat.


Qualifications

MINIMUM QUALIFICATIONS: One year related experience may be substituted for one year of education, if degree is required.
Education: High School Diploma or GED required.

 

Experience: Should have minimum of three years of experience in customer service environment. Experience in a Service Desk environment is preferred. Excellent customer service skills are mandatory.
One year related experience may be substituted for one year of education, if degree is required.

 

Certifications: This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline certification, and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:

 

IAT Level: IAT I
Baseline:
• Cisco CCNA Security
• Cisco CCNP Security
• CompTIA A+ ce
• CompTIA CASP ce
• CompTIA CySA+ ce
• CompTIA Network+ ce
• CompTIA Security+ ce
• GIAC GCED
• GIAC GCIH
• GIAC GICSP
• GIAC GSEC
• ISACA CISA
• ISC2 CISSP (or Associate)
• ISC2 SSCP

 

CE:
• CompTIA: Server+
• Microsoft: MCSA - Certified Solutions Associate Windows 10
• Microsoft: MCSA - Certified Solutions Associate Windows Server 2012
• Microsoft: MCSA - Certified Solutions Associate Windows Server 2016
• Microsoft: MCSE - Cloud Platform and Infrastructure
• Microsoft: MCSE - Enterprise Devices and Apps
• Microsoft: MCSE - Private Cloud 2012
• Microsoft: MCSE - Server Infrastructure 2012
• Microsoft: MCT - Certified IT Professional
• Microsoft: MCT - Certified Systems Administrator
• Microsoft: MS Windows 10, Configuring Windows Devices (Exam: 70-697)
• Microsoft: MS Windows 10, Planning and Managing Devices in the Enterprise (Exam: 70-398)
• Microsoft: Installing and Configuring Windows 10 (Exam: 70-698)

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Vectrus is a leading global government services company with a history in the services market that dates back more than 70 years. The company provides facility and base operations; supply chain and logistics services; information technology mission support; and engineering and digital integration services to U.S. government customers around the world. Vectrus is differentiated by operational excellence, superior program performance, a history of long-term customer relationships and a strong commitment to their customers' mission success. Vectrus is headquartered in Colorado Springs, CO, and includes about 6,700 employees spanning 129 locations in 22 countries. In 2018, Vectrus generated sales of $1.3 billion. To learn about career opportunities at Vectrus, visit www.vectrus.com/careers.