Job ID: 2114030
Location: ASHBURN , VA , US
Date Posted: 2021-09-17
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
JOB DESCRIPTION: Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). SCOPE: N/A PROBLEM COMPLEXITY: N/A FREEDOM TO ACT: Minimal supervision. Work is done without established procedures. LEADERSHIP AND MANAGEMENT: N/A KNOWLEDGE/SKILLS AND ABILITY: Advance knowledge in specialized functions. A wide and comprehensive acquaintance with, and understanding of, both general and specific aspects of the job and their practical application to complex problems and situations ordinarily encountered. Supervision Received: Minimal supervision. Work is done without established procedures. IMPACT: Errors are extremely difficult to detect and would result in loss of customer business, material, or equipment to resolve. LIASON: Contacts are frequent with individuals representing outside organizations, and/or individuals of significant importance within the company. Contacts involve planning and preparation of the communications, require skill, tact, persuasion and/or negotiation to accomplish the objectives of the communications.Qualifications
TYPICAL EDUCATION AND EXPERIENCE: AA degree in related discipline and nine (9) years related experience; Or, High School and eleven (11) years related experience and related advanced certification.
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