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Posted: Monday, January 8, 2018 4:43 AM

This position will support the FBI's Enterprise Operations Center (EOC) which is tasked with the responsibility of continuously monitoring and maintaining the FBI's Enterprise computer system. The FBI manages a large number of programs that vary in scope and complexity to include three distinct networks at the Unclassified, Secret and Top Secret classification levels. Over 1,100 communication circuits connect three domestic data centers, 53 CONUS field divisions, three OCONUS field divisions, approximately 500 smaller domestic/OCONUS remote offices, and 91 offices located in foreign countries. The FBI services approximately 44,000 users. The EOC staff provides enterprise-level Information Technology (IT) operations and maintenance support for all applications, servers, network devices, wireless smartphones, multi-function printers and workspace equipment at all FBI facilities.

Candidates for Help Desk Specialist positions will have knowledge of IT concepts (desktop hardware, desktop software and networking) and basic troubleshooting techniques as well as good oral communication skills. The four primary competencies required for this position are:

* Communication

* Customer Service

* Organizing and Planning

* Problem Solving/Judgment

Help Desk Specialists should have a proven ability to effectively listen and communicate with customers while demonstrating empathy and professionalism in assisting customers resolve their problem or answer their questions. Candidates will be able to follow directions and, accomplish systematic and standardized troubleshooting as prescribed in flow diagrams or call scripts. Candidates will have experience working with the HP Service Manager ticketing system or similar product. Experience working with and troubleshooting industry-used software applications such as Windows 7, Microsoft Office, and Microsoft Active Directory is also required.

Required Skills

Required technical skills needed to provide Tier 1 assistance include but are not limited to:

* Providing telephonic Information Technology support to all customers

* Receiving calls, troubleshooting, and triaging trouble tickets

* Changing and resetting passwords

* Providing software application assistance and installation

* Perform first call resolution within 10 minutes or escalate to other support entities

* Performing remote control to the desktop to assist the end-user

* Providing customers status of their tickets

* Maintaining the integrity of the source tables in the Ticketing Service Manager database

* Providing support to remote sites if their local IT support is unavailable

Required Experience

Other requirements:

* Must have a current TS clearance and be SCI eligible

* ITIL v3 Foundation certification preferred

* CompTIA A+ or HDI certifications a plus

* 1+ years' experience providing similar support is desired


Associated topics: desktop, front desk, help, support, support specialist, technical support, technical support specialist, technician, technician i, technician iv


• Location: Northern Virginia

• Post ID: 43959282 nova is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018