Education: Bachelor Degree in related field or equivalent experience
Minimum Experience: 2 years
Required Certifications: CompTIA Security+ & Microsoft Windows 7 or 10
Required Clearance: Must currently have, or be able to obtain, a DoD security clearance (SSBI) or (NACLC)
Under general supervision, is responsible for installing and modifying computer system software/peripheral equipment. Provides end user support to internal customers. Receives and responds to end user “help” requests and/or trouble reports. Diagnoses, troubleshoots, identifies and resolves hardware failures and software problems. Enters all “help” requests received into a central database and monitors requests needing higher-level assistance until resolved. Coordinates warranty repair of equipment, when appropriate. Responsible for the lifecycle planning, identification of funding requirements, formulation of purchase requests and fielding of automation and software for users within the organization. Maintains hardware and software inventory. May serve as information system security officer for area of responsibility.
Performs first level troubleshooting for customers. Receives and logs issues, questions, requests from phone, voice mail, email, and walk-in customers regarding PC hardware, software, printers, and peripherals. Attempt to resolve issues/requests at the time of contact or escalate in accordance with procedures for additional support/resolution. Professionalism is a must since you will be co-located with the customer.
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Caelum is an Equal Opportunity Employer (EOE) offering a flexible and friendly work environment of an increasingly diverse workforce.
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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