#Employment #Opportunity CITI IT Services – Service Desk Analyst Falls Church, VA Must be Fluent in Spanish Education and Experience Requirement: The candidate assigned to the Operations/support technician role, should at a minimum have graduated from high school, and have 2-3 years of experience providing end user support for IT Services. Skills – OS / Applications - Microsoft Windows 7, XP, Vista, Windows 2003, 2008 Server etc., Microsoft Office applications suite. Personnel must possess Microsoft certification in Windows 7 or XP. Documented progress towards an MCITP certification is preferred. Knowledge about ITIL based IT Support processes is required. All personnel will obtain ITIL Foundation certification within 4 months of hire. Utilities/Tools – Windows AD, Antivirus, Backup Utility. Knowledge about basic networking, DNS, DHCP, Internet, IT Security, Remote access technologies is desired. Must have good communications skills and excellent customer service skills. Must work well under pressure. Must be an excellent team player. Must be willing to work under a flexible schedule as necessary to support the team. Must be a US Citizen and be able to obtain and maintain a Secret security clearance. Current Secret clearance preferred. Job Responsibilities: • As part of the CITI IT Service team, staff the Service desk, respond to end user telephone calls, monitor the support tool to track and respond to end user reported incidents and service requests for all CITI provided and supported IT Services. • Perform troubleshooting / root cause analysis and identify solutions for errors causing incidents, implement solution and restore IT Services for end users. • Follow CITI’s Incident, IT Event, and problem management, and request fulfillment processes to perform daily activities related to the IT Service desk, • Provide desktop support remotely using tools, and/or provide desk side support as needed. • Provide support on the DoS OpenNet in the secured facility. • Provide support to end users during after hours and weekends as needed to support any business critical activities /events. Support staff must be willing to work in a flexible schedule. • Coordinate support from other staff based on skills to resolve incident and requests. • Perform functional and hierarchical escalation for incidents and request for IT services if needed. • Document all Service desk related activities by updating Incident and request records in the Support tool. • Ensure there is ongoing communication with end users based on the communication plan. • Provided Level 1 support for backend IT operations, by performing IT operations related activities such as backups, systems monitoring, security monitoring, account management etc. • Provide weekly and monthly activity reports to IT Service management. • Participate in team meetings and provide feedback related to IT Service / support improvements etc. • Provide facilities related support with user moves and cleaning crew escort in secure area as required. • Perform all and any other activities assigned by the CITI IT Services Manager, and/or the CITI IT service Technical Lead. • Other duties as assigned. Contact: Mr. Chad Harris Chad Harris, Senior Technical Recruiter Creative Information Technology, Inc. at (703) 483 -4339 or at charris@citi-us for more information. citi-us/Home/home.aspx
Posted on: Thu, 01 Aug 2013 17:24:34 +0000
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