TMR-448 - Help Desk Specialist

Security Clearance Required:  Secret or Top Secret

Job Number: TMR-448

Location of Job: Rockville, MD

 

TMR, Inc. is an Equal Employment Opportunity Company

 

JOB SUMMARY:

 

Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications, network monitoring, and hardware. Resolve problems that first-tier help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Monitors, views and responds to data center infrastructure environment that has high availability and short response time requirements. Monitors hardware and software system states, understanding overall performance based on current operational parameters. Create and maintain exceptional customer value. Answer queries by telephone and email in support of customer computer hardware, software and network.

Diagnoses, identifies, isolates, analyzes and resolves technical problems and answers queries by telephone and email in support of customer computer hardware, software and network utilizing historical database records. Maintains and updates records and tracking databases and documents actions effectively. Recommend systems modifications to reduce user problems.  Escalates more complex problems to Senior level Technical support.

 

Prefer A+ Certification

SAP experience/exposure

ITIL Certified Helpdesk Analyst

Prefer experience working and maneuvering in a 3270 mainframe environment.