Tier 2 Help Desk Support

Job Category:System Analyst Leader Primary Location:USA-DC: DISTRICT OF COLUMBIA-WASHINGTONSchedule:Full-time Job Type:Regular Employee Status:RegularJob Posting: 04/30/2008Description: Tier 1 Help Desks for Web-based Applications Position Located in Washington, DC.Contract requires U.S. citizenship.Candidate must have experience supporting a web-based application.Essential Job Functions Support position for a primarily web-based government application. Applicant must have experience working with Tier 1 help desks and coordinating with developers and the client. Candidate will have regular interactions with the client and end users, requiring excellent interpersonal and communication skills. Candidate must have experience supporting a web-based application. Experience using an Oracle database is desirable but not required. Candidate must be a US citizen and be able to pass a DHS security screening background check.Performs a variety of systems engineering tasks and activities independently, which are broad in nature and are concerned with major systems design, integration, and implementation, including personnel, hardware, software, budgetary, and support facilities and/or equipment Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives. Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests. Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner. Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements. Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives. Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies. Provides leadership and work guidance to less experienced personnel. Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships. Basic Qualifications Bachelor's degree or equivalent combination of education and experience Bachelors degree in computer science, management information systems, or related field preferred Seven or more years of system analysis or systems development experience Experience working with several programming languages, operating systems, hardware and software Experience working with relational databases to facilitate systems analysis Other Qualifications Strong personal computer and business solutions software skills Strong analytical and problem solving skills for design, creation and testing of programs Strong communication skills to interact with team members, support personnel, and provide technical guidance and expertise to customers and management Strong interpersonal skills to interact with customers and team members Leadership skills Ability to work in a self-directed work environment Ability to work in a team environment Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:Public Trust Create Success