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Help Desk Support - SME

Posted on Jun 14, 2019 by Perspecta

Mc Lean, VA 22107
Information Technology
Immediate Start
Annual Salary
Full-Time
Overview

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves-to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways-not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.

Perspecta's talented and robust workforce-14,000 strong-stands ready to welcome you to the team. Let's make an impact together.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories

Responsibilities
  • Serves as subject matter expert, possessing in-depth knowledge of Help Desk support
  • Responds to and diagnoses problems through discussion with users
  • Ensures a timely process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up steps
  • Supervises operations of help desk and services as focal point for customer concerns
  • Provides support to end users on a variety of issues
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email, and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Provides second tier support to end users for either PC, server, or mainframe applications or hardware
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
Qualifications
  • Active TS/SCI w/Poly
  • Bachelor's Degree with 8 years of experience or a Master's Degree with 6 years, PhD with 4 years, High School Diploma/GED with 12 years, or Associates Degree with 10 years
  • Provides technical / management leadership on major tasks or technology assignments. Establishes goals and plans that meet project objectives.
  • Has domain and expert technical knowledge.
  • Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
  • Interactions involve client negotiations and interfacing with senior management. Decision making and domain knowledge may have a critical impact on overall project implementation. May supervise others.
Options

Reference: 721039715