Customer Telephone Support Analyst

Information Technology Arlington, Virginia Job ID: 2017-84


Description

Customer Telephone Support Specialist Analyst

Secret Clearance required

Basic Qualifications
Secret security clearance required with Interim Secret required to start. Must have extensive knowledge of:
Microsoft Office Suite, i.e. Excel, Work, PowerPoint, etc.;
Administration tools for Windows 7 and higher;
Automated Help Desk Tools: Microsoft System Center;
Citrix desktop virtualization environment.

Job Description
Working with DEA supporting Merlin. Help Desk Administrator provides on-site assistance for users at DEA facilities. Duties will include using the problem resolution process to record and track all problem submissions; assign requests to analyst who has expertise to solve problem or escalate as appropriate; support security and system teams with security scans, applying patches/updates, and maintaining configuration information. Maintain inventory of workstations, printers and other equipment as needed; provide training program on specific software packages and new or emerging technologies.

Desired skills
Prior experience supporting DEA on Merlin.
10+ years experience in an IT Help Desk environment