Qualifications Required:
Security/Certification Requirements:
Qualifications Desired:
Essential Functions and Responsibilities:
- Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.
- 5+ years of directly related experience in supporting Tier II and Help Desk operations
- Proficient in the use of BMC Remedy, JIRA Service Desk, PRISM, or ServiceNow "Support IT", contract, and purchasing software
- Familiarization with specific technologies (e.g., Oracle, Sybase, RedHat, Windows, ClearCase, Serena, etc.)is desired
- Proficiency in MS Office products
- Knowledgeable in the use of remote-control utilities to resolve customer issues
- Familiar with a variety of fields' concepts, practices, and procedures
- Experience in providing technical support and troubleshooting network, desktop, and/or system hardware and software
- Excellent communication, business analytical, and problem-solving/troubleshooting skills
- Effective Customer Service and management skills/capabilities, including a demonstrated ability to work cross-functionally (internally) and/or externally
- Strong English language skills (both written and verbal)
- Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment
- Ability to efficiently handle stressful situations
Security/Certification Requirements:
- Final Secret required
Qualifications Desired:
- Help Desk Lead and/or Tier II or III support experience on the DISA Storefront project preferred
- Financial, procurement, or contracting and acquisition background preferred
Essential Functions and Responsibilities:
- Provide Tier II Help Desk support, ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
- Update Known Error Database
- Provide Level II support for escalated incidents, and perform proactive near-real-time system monitoring that applies to the DISA Storefront solution/application(s), requiring DISA Storefront application-specific knowledge and reach-back to Oracle, as necessary, to resolve product issues
- Provide the Government with recommendations to reduce or eliminate unnecessary work and reduce the number of handoffs and the volume of Level II incidents
- Participate in governance activities as required, including analysis, determination of root cause, and document findings
- Provide support for system release-related activities (e.g., create, document, test, and support the production patches that are built to move the code from the code base to production)
- Provide Level III support to include, but not limited to, the following activities: Analyze and Resolve Changes escalated from Level II and document analysis/findings; Perform advanced incident trend analysis