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DIGIT Program – Remote Computer User Support Specialist

Regional Recreation Corporation of Wood Buffalo

This is a Full-time position in Reston, VA posted February 4, 2021.

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– NCI, Inc.

– DIGIT Program
– Remote Computer User Support Specialist in Reston, Virginia | Careers at Reston, VA (Headquarters) Skip to Main Content Please Enable Cookies to Continue Please enable cookies in your browser to experience all the personalized features of this site, including the ability to apply for a job.

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nDIGIT Program
– Remote Computer User Support Specialistn Job ID 2020-5102 Job Locations US-VA-Reston | US-Remote Category IT: Support / Technician Type Regular Full-Time nOverviewn nn NCI is a leading provider of enterprise solutions and services to U.S.

defense, intelligence, health and civilian government agencies.

Coupled with a refined focus on strategic partnerships, we are successfully bridging the gap between commercial best practices and mission-critical government processes.

Core competencies include: nn Artificial intelligence Agile digital transformation Advanced analytics IT Service Management Solutions Cyber security and information assurance Fraud, waste and abuse Engineering and logistics nn Overview: nn nn GSA Office of Digital Infrastructure Technologies (IDT), formerly known as GSA IT Office of Enterprise Infrastructure Operations, is part of the GSA Office of Deputy Chief Information Officer (DCIO).

IDT implements, operates, maintains, and supports GSA’s IT infrastructure Software/Hardware (SW/HW) and systems, GSA’s mission-support systems, and applications.

IDT covers the complete set of service offerings using a brokerage model.

IDT provides services which include, but are not limited to: nn IT service desk and on-site support.

End-user device management.

Conference and collaboration support.

Network and telecommunications support.

Unified communications.

Compute/storage and cloud management.

Identity, credential, and access management.

nn This position requires a Public Trust (SECRET) and is located in the Washington, D.C.

metro area.

nn nn NCI has been designated a 2018 Military Friendly Employer by nn nn Headquartered in Reston, Virginia, NCI has approximately 2,000 employees operating at more than 100 locations worldwide.

nn nResponsibilitiesn nn NCI:  Computer User Support Specialist
– Provide technical assistance to computer users.

Answer questions or resolve computer problems for clients in person, or via telephone or electronically.

May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

In assuming this position, you will be a critical contributor to meeting NCI’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

nn nn Highlights of Responsibilities:  nn Be part of the Transition-in Team to transition operations from incumbent to NCI and then fulfill duties as the Computer User Support Specialist on the program Create work schedules, update the front end voicemail when necessary, complete the daily attendance and shift handoff reports, and provide ideas for improvement in daily operations of the client Service Center.

Provide subject matter expertise in all areas of Service Desk Delivery and knowledge sharing/training of all technical solutions and processes employed in the EITSD enterprise environment.

n Respond immediately to escalations, events, and customer requests.

Monitor the Call Management System to ensure calls are being answered with speed.

n Retrieve voice mails received by the Service Center and convert to tickets.

Establish email schedule to ensure requests via IT Service Center mailbox and/or faxes are being answered promptly and efficiently.

Contribute to Hot Button Resolution Times and monitor team results in this area to assure the team consistently meets the Contract Service Level Metrics.

Perform the duties of a technical expert on the shift.

Instruct, correct, and train and mentor the Service Desk team in the proper performance of the standard operating procedures and professional customer interaction.

Participate in daily reporting requirements to team and management as well as function as the team “GO-TO” for any operational questions and support.

Ensure proper ticket escalation and hand off procedures are follow and first call resolution targets are achieved.

Daily ticket auditing to ensure proper categorization of tickets and completion of notes and summaries.

Analyze the team’s performance metrics to identify knowledge or process gaps and target areas for continuous improvement.

Account for everyone on team daily.

Validate hours worked.

During absences ensure workload is re-distributed, tickets are re-assigned, pre-scheduled appointments are notified.

Ensure proper staff at required locations.

Ensure staff utilizes proper Login/Logout, and Aux codes during scheduled hours.

n Ensure admin tools, admin URLs, and SOPs are available at all times to support help desk technicians.

Provide input to update SOPs as needed.

Update GAL.

Interact and coordinate with other leads, supervisors and managers as needed to resolve escalated issues.

Be administratively and technically proficient.

Be thoroughly familiar with all help desk high/critical Remedy tickets.

Support the development of strategic helpdesk plans.

Lead continuous improvement initiatives and support development of SOPs and Work Instructions.

Conduct Brown Bag training sessions across all Service Desk and Desk Side Teams.

Generate and merge data from multiple sources/organizations to provide reports to the government Board of Directors and to help with true-up initiatives to stay compliant with standards and practices across the Enterprise.

Help develop and maintain Operational Level Agreements between contract staff/tasks and the government customer.

Propose new technologies/applications to the government customer to further aid continuous improvement of processes and methodologies.

nn Other duties as assigned nn nQualificationsn nn Requirements: nn Required Clearance is US Public Trust.

Associates degree with at least 7-12 years of IT/help desk support experience At least two (2) years of team leadership experience in a Help Desk/Service Desk environment Current CCNA Security, CySA+, Security+ CE, etc., or higher nn Preferred Education and Experience: nn Google Cloud Professional Collaboration Engineer Experience or Certification HDI Support Center Team Lead ITIL Intermediate Service Operations Certification Recent experience with leading successful improvement projects in an agile environment for organizations similar in size to GSA.

Minimum of three years of experience analyzing customer requirements and providing assistance with requirements development similar in size, scope, and complexity.

Recent experience delivering emergent technologies to complex business solutions for stakeholders from multiple disciplines .

Customer Service experience required.

Working knowledge of Microsoft Products.

Strong communication skills (written and verbal).

nn Physical Requirements: nn nn This position requires the ability to perform the below essential functions: nn Sitting for long periods Ambulate throughout an office nn It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.

In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity.

It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.

NCI is a VEVRAA Federal Contractor.

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