Position Summary
Alion is looking for a TIER I Help Desk Administrator to join our team in St Louis, MO and contribute to our “Many Moves Ahead”.The TIER I Help Desk Administrator supports and manages the successful completion of all issues and customers needs related to the Service Centric Platform (SCP). The TIER I Help Desk Administrator manages the functionality and efficiency of the Service Centric Platform (SCP) tools and services on all deployed domains.
Responsibilities
• Understand all the different systems that are monitored in the help desk and the Tier level responsibilities for the systems.
• Provide IT Service Management functions and first level troubleshooting to all customers.
• Use procedures to perform identification, troubleshooting, and diagnosis of failures and restore system capability to operations.
• Analyze, diagnose, and isolate failures to systems.
• Collect data for proper escalation and resolution by Tier 2/3.
• Perform network management services to include: monitoring network device health and status, monitoring network performance and utilization optimization.
• Perform OS monitoring, Commercial of the Shelf (COTS) software monitoring, custom software monitoring, resource memory allocation, etc.
• Perform modifications to authorized user lists, user profiles, and file system maintenance.
• Understand all NGA processes and document work accurately and effectively through the use of a ticketing system.
• Document/report all findings.
• Understand the Program Service Level Agreements (SLA) to ensure proper completion of work within timelines.
• Manage account requests and provide account management responsibilities for personnel on numerous systems.
• Know all functional leads and technicians for all the managed systems by the program.
• Understand local site command and hierarchy.
• Know POC’s for systems that the Program does not have responsibility for.
• Interface with customers and government officials.
• Participates in special projects as required.
Education and Experience
*NF
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