Helpdesk Analyst in Philadelphia PA Active Secret Clearance

Job Position: Helpdesk Analyst Active Secret Clearance Must

Duration: Full Time

Location: Philadelphia, PA

1. Answering customer calls, emails, web submissions to include: Windows Operating Systems, desktop usability, networking monitoring, VPN and remote software, COTS and Troop Support applications and other issues as appropriate.

2. Logging all trouble tickets into a government provisioned, ticketing system which are BMC Service Desk Express, and Remedy ticketing systems.

3. Experience in use of DAMEWARE, Microsoft Remote Desktop, or CITRIX Shadowing. Remote access to local networks for will be provided through

the use of the Government furnished Citrix solution or Juniper VPN.

4. Experience in Performing hardware and software diagnostic procedures on all IT assets connected to the LAN and covered under the contract (e.g. - desktops, laptops, printers, and scanners).

5. Assisting with the update and management of the Common Body of Knowledge; i.e, J6P’s Wikipedia.

6. Interfacing with other Help Desks and the Tier II and Tier III support organizations (DISA, ETN, EBS, etc.) and track all contacts received, even if the call was elevated or routed to another Tier of support until tickets are closed.

7. Meeting all service level agreements during fluctuations in call volumes.

8. Maintaining a single point of contact (SPOC) for problem resolution and service requests for IT, this includes COTS, GOTS, and custom applications as well as hardware and network support.

9. Resolving standard COTS, hardware, and network problem/issues.

10. Resolving some business and GOTS applications problem/issues through the use of Job Aides where available.

11. Continually integrating industry best practices for Help Desk tools and technologies.

12. Providing enhanced technologies to decrease resolution times or proactively eliminate enduser problems, thus improving DLA’s employee’s productivity.

13. Managing the interfaces between other Help Desks, Tiers II and III, including, ETN and others