Description of Project/Position:
This position is for a Service Desk Tier II working for CentreTEK Solution’s Government Services Division. The applicant will provide technical expertise for the configuration, administration, and support of Windows desktops throughout the National Capital Region.

Type of Position: Full Time, Monday to Friday
Position Availability: July 1, 2010
Location: Arlington, Virginia
Certifications/Training: MCP, Security + are required. Bachelor’s degree in a related field is a plus

Experience:
Candidate must have at least 5 to 10 Years of experience configuring and supporting Microsoft desktop platforms in a DoD environment. The candidate must also have a good understanding of routable protocols and IP addressing of networks. In addition, the candidate will need to possess the experience and skills required to administer and configure most Microsoft office products.

The applicant is responsible for the following tasks:

• Service of walk-in customers
• Telephone support to call-in customers
• Open trouble tickets or service orders in the trouble ticket software (Remedy)
• Determining the nature of the customer problem and provide the user with solutions, and assist functional users in resolving technical problem
• When required, you will provide minor hardware maintenance and support including board replacement, cable switching, communications devices, microcomputers, minicomputers, and mainframe display terminals
• Provide a friendly and helpful tone to customers
• Repair hardware and software issues as they arise including taking information from the customer, reviewing the steps taken to resolve the problem with the customer, and resolving the problem in an efficient manner.
• Provide desktop support, application support, email support, network connectivity support, login support, and other support as required.
• Ensures that the loop is closed with the customer and in the Remedy system, and that the customer is satisfied with the solution

The applicant will work with other team members to analyze and resolve user problems and/or performing preventative maintenance. The applicant is able to troubleshoot problems quickly, as well as, works the resolution to completion. The applicant will be responsive and effectively works through difficult situations rather than avoiding them. The applicant must be available to support a flexible work schedule.

Required Skills:

• CompTIA Security + Certification
• Microsoft Certified Professional
• Hands-on experience as a Help Desk Technician
• Must be a team player
• Must have excellent English verbal and written skills
• Must be able to obtain and hold a “Secret” government security clearance
• Must be familiar with providing Citrix Support
• Must be familiar with providing BES Support