AECOM Sr. Help Desk Coordinator in Rosslyn, Virginia
United States of America - Virginia, Rosslyn
The Tier 1 Applications Help Desk Specialist will serve as the main point of entry for applications phone and email support requests, will provide Tier 1 phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, commercial and custom applications for Microsoft and custom applications, as well as other specialized Government applications and services, and will escalate support requests to the appropriate applications technician.
Answer correspondence from users relating to computer and applications problems, work on providing resolution, and will escalate as appropriate.
Enter and track issues within agency trouble ticketing system.
Assist users in troubleshooting for COTS and GOTS applications, Citrix, Web Access, IE configurations, and other user requests for assistance.
Document problems and resolutions worked on in a timely and efficient manner.
Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
Assist IT staff with development and administration of the IT Help Desk function.
Obtain customer feedback information.
Effectively communicate customer issues and concerns to all applicable internal staff members.
Document all contacts, actions, and responses in customer database.
Organize and maintain file system; files correspondence and perform other duties as assigned.
Maintain working knowledge of products and/or services.
Prepares reports and correspondence as needed.
Performs other duties as assigned by supervisor.
Active DOD Secret Clearance
Experience with Trouble Ticketing system(s)
2 years of related help desk or technical support experience or a combination of college and work experience.
Ability to react to high priority problem calls, and interface with a variety of VIP’s and Executive level staff personnel.
Some proficiency in MS OS: Win2000, W2K3, Win XP,
Commitment to excellence and high standards
Strong organizational skills; able to manage priorities and workflow and provide documentation.
Ability to work independently and as a member of various teams and committees.
Ability to understand and follow written and oral instructions.
Acute attention to detail.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Outstanding customer service Help Desk skills
Some college work in Computer Science or related field preferred.
MCSE Certification desired
the ability to obtain an interim Top Secret Clearance
Expertise in the use of enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications and file recovery desired
What We Offer
When you join AECOM, you become part of a company that is pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world , but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
Job Category Information Technology
Business Line PMCM
Business Group Management Services Group (MS)
Country United States of America
Position Status Full-Time
Requisition/Vacancy No. 204728BR
Clearance Required Yes
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.