Future Opening: Help Desk Technician

Company Name:
HCI - integrated solutions
Job Summary:
Provide technical assistance help Desk support to Joint Lessons Learned Information System (JLLIS). Answer questions or resolve computer problems for customer via telephone or electronically. Conduct user training, and familiarization as requested by States.
Duties and Responsibilities:
Support continuous refinement and use of the NGB Joint Lessons Learned Information System (JLLIS) as the system of record for the Joint Lessons Learned Program. Support JLLIS development or integration at the host organization.
Provide functional advice and expertise to the NGB regarding establishment, population, maintenance, and sharing of lessons learned data via the JLLIS.
Support JLLP education, training, and familiarization. Conduct training, education, and familiarization of users at the National Guard Bureau and as requested by States so they are equipped to use appropriate tools and methods to make cogent, complete, comprehensive inputs to LL systems, processes, reports, and activities.
Provide help-desk support, Level 1 and 2, to the States
Conduct Seven (6) resident training courses for selected States.
Provide help desk support One (1) hour six days a week.
Conduct training, education, and familiarization for JLLIS users as requested by States
Provide quality instruction for resident training
Teach, assess, evaluate, and document student progress
Assist creating and updating policies and procedures
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to vendors or technicians for service.
Confer with staff, users, and management to establish requirements for new systems or modifications.
Preferred Knowledge/Skills/Abilities:
Knowledge of Joint Lessons Learned Information System (JLLIS).
Must be able to operate a Personal Computer (PC) with a functional knowledge of Microsoft Office Applications (primarily Microsoft Word, Excel, Outlook, Power Point and Windows graphical user interface) and Data/web based systems required for task area performing work.
Ability to gain cooperation and coordinate the work of others.
Skilled in written and oral presentations
Capability to adjust work operations to meet emergency or changing program or production requirements within available resources without a reduction in the quality of work.
Ability to establish program objectives or performance goals and assess progress.
Ability to analyze organizational and operational problems and develop timely and economical solutions
Requires at least a Trustworthy National Agency Check (TNAC)
Additional Position Information:
Associates Degree, computer systems support functions or five (5) years specialized experience with JLLIS. May require Security + and Microsoft certifications
It is the policy of HCI - integrated solutions to provide employment opportunities without regard to race, color, religion, sex, national origin, age, handicap, or veteran status
Location: Arlington, VA
Status: Full Time
Date Posted: 4/9/2013

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