Tier 2 Desk Side Support

Tier 2 Desk Side Support Arlington, VA 22201 "Applicant selected must have gone through a government security investigation and must meet eligibility requirements for access to classified information." Job Duties/Responsibilities:   Description of Duties:  Provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction.  Research, resolve, and respond to complex questions received via telephone calls, escalation, and in-person and provide support on electronic services in accordance with current policies and standards.  Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.  Attend training sessions offered or mandated within the group and assist in training workshops, when applicable.  Develop and provide technical coaching and mentoring to other junior Help Desk staff members and corporate employees.  Lead or participate in team or task projects that enhance the quality or efficiency of Help Desk service or close incidents.  May coordinate or lead special projects for the Help Desk.  Assist other Help Desk staff in support of major or complex projects.  May act as a liaison for products or services, working with other corporate departments and developers to solve issues as needed.  Develop, define, and communicate technical service policies for products or services supported by the Help Desk.  Handle incidents, projects, or escalations as assigned. Skills Required Required:  3 year Help Desk/desk side support  Desired:  5 years Help Desk/desk side or PC-based technical support MANDATORY: Proficiency in the installation, configuration, and troubleshooting of following COTS applications:-Microsoft Windows 2K, XP (all sub versions)-Microsoft Office XP (2002) Professional & 2003 ProfessionalFamiliarity with the following products, topologies, & protocols:-Microsoft domains (2K, & AD) and associated networking concepts-10baseT, TCP/IP, IPX, WINS, DHCP, etc.Anti-virus applications (McAfee, Symantec, etc.)Network and workstation security (PKI, Biometrics)-Help Desk Tools (Remedy, HEAT, ie)-PDAs,  Following skills would be a “PLUS”: Desired:  MCSE, CNE, Net+, etc. ITIL understanding.  Proficient in the configuration and troubleshooting of Microsoft OS and Office Suite components in a networked environment.  Active Directory (AD) administration.  Experience working with Remedy, Remote Management, Veritas Backup,.