Business Operational Concepts (BOC) is a recognized leader in providing Technical and Program Management Services, Information Technology, and Support.
BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce.
We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more. We are committed to the diversity we bring to the marketplace and believe customer satisfaction comes first.
JOB SUMMARY:
Business Operational Concepts (BOC) is currently seeking a Computer Support Specialist - Journeyman to work with our government client. The ideal candidate will work with other Tier II team members to assist in resolving users' incidences escalated by the Tier 1 Team.
DUTIES AND RESPONSIBILITIES:
Technical support services include identifying, analyzing, and resolving hardware and software-related issues, including but not limited to:
password resets
troubleshooting
fault isolation
problem management
hardware/software evaluation
testing
installation
root cause analysis
hardware maintenance
Provide Desktop Support services to the government user community.
Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.
Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.
Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.
Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.
Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.
Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
Perform tasks provided in the Problem Management Plan to resolve reoccurring incidents.
Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
High-level knowledge of Office 2007/2010, especially, Word, Excel and Outlook.
Deploy hardware and software to fulfill user requests.
Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.
Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.
Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management. Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.
Create and/or revise Standard Operating Procedures (SOP).
Answer phone calls when directed by the Tier 2 Lead Manager during peak hours and when call volumes are high.
Assist with evaluating/testing new technologies for the agency.
Travel between field site office(s) to provide assistance, as needed
QUALIFICATIONS:
Required (Minimum) Qualifications -- Education, Certification, Experience, and Skills
2-3 years' experience in technical Help Desk environment.
2-3 years' experience working within an Active Directory environment
2-3 years' experience in troubleshooting issues with a modern Windows operating system
2-3 years' experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
2-3 years' experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication
Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
Experience with hardware components such as hard drives, power supplies, and motherboards.
Ability to support the following:
Lenovo customer equipment
MS Windows 7 or 10
MS Office 2010 or higher
Standalone, networked and Multi-Functional Device printers
Cisco telephones
Smartphones (iPhone and Android)
Remote access technology including: DirectAccess, VMWare, VPN, etc.
AirWatch or equivalent mobile device management
System Center
Excellent oral and written communication skills.
Excellent phone etiquette
Strong technical aptitude including excellent troubleshooting skills
Ability to work with users that have limited technical knowledge
Ability to instruct users utilizing verbal communication
Ability to work in a fast-paced, dynamic environment
Ability to interface with all levels of management
Excellent time management, scheduling, and organizational skills
Ability to work well independently or in a team setting
Attention to detail
High degree of patience
Preferred Qualifications -- Education, Certification, Experience, Skills, Knowledge, and Abilities
Experience maintaining inventory of hardware and communicating with upper management when needed
Experience performing inventory exercises/audits
Experience in tracking assets through their lifespan
Ability to provide event Support (A/V, Skype, Recording)
Experience in providing technical support and onsite assistance for events
Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
Experience resolving issues for mission-critical staff members (VIPs)
Business Operational Concepts, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact the Human Resources Department via email at HR@
