Tier-1 Helpdesk Analyst - 33719 in Doral, FL at Alion Science and Technology

Date Posted: 7/28/2020

Job Snapshot

  • Employee Type:
  • Location:
    Doral, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Alion Science is in search of an IT Tier I Helpdesk technician.  This technician should be able to provide technical support to our clients by offering professional, courteous and prompt technical support via on-site visits or by remote administration including problem definition, prioritization, analysis, re-creation, resolution, and escalation as needed.  Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. Duties include but are not limited to;

  • Responds to and diagnoses problems through discussion with users
  • Ensures a timely process though which problems are controlled including problem recognition, research, isolation, resolutions and follow-up steps.
  • Supervises operation of help desk and serves 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 all problems to ensure a timely resolution.
  • Provides Tier I support to end users for either PC, server, mainframe applications and/or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Escalates more complex problems to Tier II support.
  • 1 year of IT Help Desk or military equivalent experience.
  • Must meet DoD 8570.01-M IAT Level I certification requirements by having the CompTIA A+ CE certification.
  • Microsoft 10

Desired Skills/Experience include:

  • Microsoft technology stacks (Office, Active Directory).
  • Perform MAC (Moves, Add and Changes) duties.
  • End user hardware: notebooks, desktops, peripherals, monitors, mobile devices.
  • Video and audio conferencing, VOIP phone systems, wired and wireless networks.
  • High volume networked multi-function printers support.
  • Knowledge of Windows 7, 8.1 with Mac OS X knowledge extra.
  • Good troubleshooting skills.
  • Experience in assembling/disassembling computer hardware and computers
  • Understanding of TCP/IP networking.
  • Experience with software installations with desktop applications such as MS Office and Adobe products.

Security Clearance: Secret

Next Steps

Next Steps


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