Executive Support Administrator

NetCentrics, a Haystax Company, is a leading provider of enterprise systems management, solutions engineering, applications development, information assurance, computer network defense and cybersecurity for The Department of Defense, and other federal agencies. NetCentrics is looking for a Executive Support Administrator to support out team in Arlington, VA. This position is open only to candidates with an active TS Clearance and eligible for TS/SCI.
Specific Areas of Responsibility:
+ Provide end user support relative to software, hardware, and network assistance
+ Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
+ Document, track and monitor incidents and work orders to ensure a timely resolution
+ Lead initiatives as assigned by management.
+ Mentor junior staff
+ Accountable for continuous improvement
+ Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level
+ Maintain full ownership of ticket through its lifecycle.
+ Provide first call resolution or triage for all calls.
+ Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has effected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
+ Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
+ Enter all troubleshooting performed and, if applicable, the resolution.
+ Escalate tickets to the appropriate support group if required by warm transfer.
+ Escalate to the appropriate support team if support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request
+ DoD Top Secret Clearance and SCI-eligible
+ Security+ Required
+ Information Assurance Technician (IAT) Level 2 compliance; Security+ preferred, or obtainable within 30 days of hire
+ College diploma or university degree in the field of computer science and/or 2-4 years equivalent work experience
+ Strong technical knowledge of PC and Desktop hardware.
+ Hands-on hardware troubleshooting experience
+ Working technical knowledge of current operating systems, and standards
+ Ability to launch and operate desktop diagnostic tools to perform remote diagnostics.
+ Analytical and problem-solving abilities, with keen attention to detail
+ Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
+ Experience working in a team-oriented, collaborative environment
+ Strong customer-service orientation
+ Experienced in SLA/KPI environment
+ Experience with Remedy ticketing software
Preferred Qualifications:
+ Certifications from Microsoft are preferred.
+ Help Desk Institute Certification preferred.
In order to be considered for this position, you must apply directly through our careers site
NetCentrics, a Haystax Company, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
ID: 2016-2703 e2c4d9e94fa14a20bbc4cacd62171725

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