• Respond to IT incidents and requests received from the client's user community via phone calls, email, fax, walk-ins, the internet and fly-by
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix and all client owned Commercial Off-the-shelf (COTS) products
• Troubleshoot and resolve user incidents and requests dealing with all client owned Government Off-the-shelf (GOTS) products.  This includes web applications, mainframe applications and other proprietary applications
• Password resets for AD, BlackBerry, 2 Factor, VPN, Citrix and proprietary application accounts
• Utilize the Remedy ARS ticketing system to record incidents/requests by providing detailed information such as the user’s issue, steps taken during the diagnose phase of a ticket and solutions
• Utilize available Standard Operating Procedures (SOPS) and the Remedy ARS Knowledge Base to provide first call resolutions for user incidents and requests over the phone and remotely utilizing LANDesk
• Utilize the Remedy ARS Coding Scheme to properly escalate tickets to the responsible team when necessary
• Meet all Service Level Agreements (SLA) Perform tasks provided in the Incident Management Plan to resolve incidents
• When tasked by the Tier I Lead Manager, assist Tier II technicians to perform tasks provided in the Problem Management Plan to resolve reoccurring incidents
• Follow-up with customers and update the Remedy worklog with detailed information during the lifecycle of a ticket
• As part of the Call Management process, escalate tickets to the Tier II & III staff when first call resolutions are not provided in the time governed by the Tier I SLA
• Monitor server up-time utilizing What’s Up Gold   
• When tasked by the Tier I Lead Manager, create and/or revise Standard Operating Procedures (SOP)
• Perform account administration tasks for Active Directory, Outlook and all other client owned COTS and GOTS products that require account administration, such as entry/exit procedures and permissions
• Provide a weekly status reports to the Tier I Lead
• Attend all on-the-job training camps
• Attend all team and individual team meetings
• Adhere to all Client and ITEQ/ITSolutions LLC policies and procedures

Experience:

• 1 year experience in Customer Support/Customer Service
• 1 year experience working in a Call Center/Help Desk environment - preferred
• Experience working with Active Directory
• Experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project), such as creating new .pst files and installing software
• Basic troubleshooting techniques for resolving Microsoft Operating System issues such as how to recover lost files and how to add network printers
• Understanding of fundamental networking and Internet technologies, such as Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry
• Understanding of TCP/IP fundamentals 

The following skills would be preferred but not required Help Desk ticketing systems such as Remedy and Heat, remote tools to resolve user issues, such as LANDesk and Remote Desktop, understanding of ITIL methodologies such as Incident and Problem Management

Skills/Personal Qualities:

• 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
• Excellent time management, scheduling, and organizational skills
• Ability to work well independently or in a team setting
• Excellent attention to detail

“An Equal Opportunity Employer”