Job Description

Overview

Front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in person, by phone, using Remedy or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA

You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.

Responsibilities

+ Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner. Assists the IMO with daily functions of computer, network, and software management for the site and all users.

+ Provides immediate response to all customers who come to the Service Desk. Person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required.

+ Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.

+ May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.

+ Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoots all other site authorized software with IMOs and users.

+ Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.

+ Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management.

+ Performs other duties and assignments as required.

Qualifications

+ Minimum Qualifications

+ Education:

+ One year related experience may be substituted for one year of education, if degree is required.

+ High School Diploma or GED required.

+ Experience:

+ Should have minimum of three years of experience in Customer Service environment.

+ Experience in a Service Desk environment is preferred.

+ Excellent customer service skills are mandatory.

+ Certifications:

+ This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:

+ IAT Level:

+ IAT I

+ Baseline:

+ Cisco CCNA Security

+ Cisco CCNP Security

+ CompTIA A+ ce

+ CompTIA CASP ce

+ CompTIA CySA+ ce

+ CompTIA Network+ ce

+ CompTIA Security+ ce

+ GIAC GCED

+ GIAC GCIH

+ GIAC GICSP

+ GIAC GSEC

+ ISACA CISA

+ ISC2 CISSP (or Associate)

+ ISC2 SSCP

+ CE:

+ CompTIA: Server

+ + Microsoft: MCSA - Certified Solutions Associate Windows 10

+ Microsoft: MCSA - Certified Solutions Associate Windows Server 2012

+ Microsoft: MCSA - Certified Solutions Associate Windows Server 2016

+ Microsoft: MCSE - Cloud Platform and Infrastructure

+ Microsoft: MCSE - Enterprise Devices and Apps

+ Microsoft: MCSE - Private Cloud 2012

+ Microsoft: MCSE - Server Infrastructure 2012

+ Microsoft: MCT - Certified IT Professional

+ Microsoft: MCT - Certified Systems Administrator

+ Microsoft: MS Windows 10, Configuring Windows Devices (Exam: 70-697)

+ Microsoft: MS Windows 10, Planning and Managing Devices in the Enterprise (Exam: 70-398)

+ Microsoft: Installing and Configuring Windows 10 (Exam: 70-698)

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.