Chantilly, VA30+ days ago
This may include; Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands, Analyzing, troubleshooting, designing, and implementing fixes, Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported, Performing remote desktop triage and system repair using remote tools, Answering questions regarding system procedures, online transactions, systems status, and downtime procedures, Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems, Utilizing specialized non-commercial systems administrator experience (access management/file transfer), Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported, Traveling locally between customer buildings or temporary assignment to an alternate location in support of special projects, Maintaining and updating records and tracking databases, Using best practices and knowledge of internal or external business issues to improve products or services. Experience resolving technical problems and answering queries by telephone, in-person, or via self-service which involve computer hardware, software, network, system/application access, and telecommunications systems.