Helpdesk Associate - Public Trust Clearance Job

HELPDESK ASSOCIATE needed for a CONTRACT opportunity with Yoh's client located in Alexandria, VA.

POSSESSION OF OR THE ABILITY TO OBTAIN A PUBLIC TRUST CLEARANCE IS REQUIRED AS A CONDITION FOR EMPLOYMENT.

MUST BE CURRENTLY ELIGIBLE TO WORK IN THE US FOR ANY EMPLOYER.

TOP SKILLS YOU SHOULD POSSESS:

- Knowledge of data communications protocols and utilities (TCP/IP) and possess the ability to perform rudimentary packet analysis
- Knowledge of LAN/WAN hardware components (Routers, Switches, DSU/CSU, Cat6)
- Strong working knowledge of Windows XP and Windows 7 desktop environment
- VPN connectivity; Windows Server 2008; Microsoft Office

WHAT YOU'LL BE DOING:

- The Help Desk agent will provide customer service for an inbound call center environment that supports hardware, software, and network communications for Defense Manpower Data Center (DMDC) applications.
- Research and resolve caller inquiries by utilizing established procedures, user manuals, policies, accessing on-line applications, or interacting with internal and external support groups. Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams. Escalate issues within the defined standards.
- Log and track calls received using a Windows2000 and/or XP desktop system running a web-based ticketing system.
- Ability to work rotating eight (8) hour shifts for coverage 0000 to 2400 EST hours, Monday through Sunday.
- Work flexible hours to ensure coverage of site activities that occur during 0000 to 2400 EST hours, Monday through Sunday
- Perform military base-level communications coordination efforts telephonically in support of hardware and application implementation, address security issues as identified, and maintain the appropriate information in the automated trouble ticket system.
- Identify infrastructure requirements and require facility personnel to install infrastructure components as directed by the Project Manager.
- Possess the knowledge of basic network structure on a company level and organizational levels.
- Perform troubleshooting of issues
- Telephonically support the user community by troubleshooting PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware)
- Telephonically support the user community by troubleshooting network connectivity issues with base facility infrastructure teams. (centralized dial devices, Routers, and Firewall administration devices)
- Demonstrate Knowledge of the NT4.0 and Windows 2000 desktop environment
- Knowledge with all network hardware configurations for users of the customer's database to include the topology, server and Workstation hardware platforms, and associated peripherals relative to the applications
- Demonstrate the willingness and drive to learn about DoD regulations PII information within a NIPR environment.

WHAT YOU NEED TO BRING TO THE TABLE:

- High School Graduate, or equivalent
- Must Speak both English and Hangul language
- Knowledge of data communications protocols and utilities (TCP/IP)
- Knowledge of LAN/WAN hardware components (Routers, Switches, DSU/CSU, Cat5)
- Knowledge of PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware)
- Experience using ticketing system applications
- Experience troubleshooting problems telephonically
- Strong working knowledge of the NT4.0 and Windows 2000 desktop environment
- Strong working knowledge of Leased line fault isolation
- Two (2) years of experience using ticketing system applications
- Demonstrate strong customer service skills and prior experience with troubleshooting leased line problems required.
- Ability to obtain ADP level II trust agreement (Public Trust)

WHAT ARE YOU WAITING FOR? APPLY NOW!

RECRUITER: Erik Nixon

Yoh, a DayJ2W: GOV

TAX TERM: CON_W2

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Branch: IT & Telecom