The Excalibur Group is currently seeking Technical Support Specialist I in Dulles, VA to support a local contract.
Will be subject to a background check prior to employment
Duties/Responsibilities
Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems
Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution
Performs related duties
Responds to IT related service requests (user problems, incidents, issues, requests and queries)
Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow)
Assesses the problem; works with users to troubleshoot the nature of reported problem.
Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the Airports Authority
May query using the Division’s frequently asked questions (FAQs) and other Division tools to assist in identifying user’s problem/potential problem and solution
May use remote access software to remotely work on the user’s equipment. Documents completion or progress in ServiceNow
Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents
Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction
Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications
Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking
Performs other duties as assigned. Nothing in this job description restricts MWAA’s right to assign or reassign duties and responsibilities to this job at any time
REQUIREMENTS:
A high school diploma, a certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training
Preferred Qualifications:
Associate’s Degree in Computer Science, Telecommunications, or Management Information Systems (MIS)
HOURS OF OPERATION
Must have flexible schedule, hours may vary (M-Fri with some weekends)
Overtime is expected and shift changes
Travel Required
HOW TO APPLY
If interested in this opportunity, please apply on our website by visiting .
Preference will be given to all qualified applicants who live in a federally certified HUBZone.
The Excalibur Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.**
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Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Internet Publishing
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