• Helpdesk Analyst

    Location US-Washington, DC
    Posted Date 2 weeks ago(6/5/2018 4:45 PM)
    Job Code
    DJOB
    Clearance Required
    Not Required
  • Position Summary

    Avineon, Inc. is seeking a Help Desk Specialist to add to our dynamic team of IT professionals to support a federal client. In the role of Help Desk Specialist, the candidate will be required to keep a strict work schedule (begins @ 7 AM). The candidate will participate in system implementation and all team related activities. Also, the candidate will interface with the federal client on a daily basis. The candidate must be responsive to all calls and other activities surrounding the help desk (described in detail below). Punctuality and a pleasant demeanor are necessary for this position. This is an entry level position. Candidates with a positive and proactive attitude will have ample opportunities for career growth within the project.

     

     

    Duties & Responsibilities

    The candidate will be responsible for the following:

    • Address phone requests for help desk assistance
    • Track and process file interfaces for external stakeholder entities
    • Distribute strategic correspondence to internal and external stakeholders to communicate system outages and other significant incidents
    • Update and distribute weekly minutes and agenda for operations status meetings (occurs three times per week)
    • Quality control and data entry for all new/modified user access requests
    • Monitor FMS Operations email box
    • Create, update, and maintain help desk tickets
    • Archive completed user access forms
    • Interface with the team Database Administrators
    • Server testing
    • Create and maintain system and testing documentation
    • Input into the mission critical SLA Self-Reporting required by the customer
    • Report the status for all help desk tickets to the project manager for distribution to the customer with detailed status for all tickets lasting more than one-day
    • PBC reports
    • Assist with User Acceptance Testing (UAT)
    • Assist with internal test planning
    • Provide post production assistance
    • Proficiency with Rational tools
    • 1-3 years experience with the latest MS Office suite
    • Excellent communication skills, including strong writing skills
    • Experience writing emails and updating technical documentation 

     

    Education - Experience & Skills Required

    Education:

    • Bachelor’s degree in computer science, business, accounting, or a related discipline
    • Must be FSA clearable. Student Loan defaulters will not be eligible for the Education Security Clearance.
    • Requires US Citizenship.

    Avineon, Inc. is an Equal Opportunity/Affirmative Action Employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, national origin, age, disability, genetic information, or veteran status.

     

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