Help Desk Analyst (Tier 2) (Arlington, VA) (IES 1813-585)

CALIBRE Systems Inc,, an employee-owned Management Consulting and Information Technology Solutions company is looking for a Help Desk Analyst (Tier 2) to support a Headquarters Army Environmental System (HQAES) project. Duties include:
Provide phone, voicemail, email, and self-service portal single-point-of-contact (SPOC) for end users for the HQAES
Provide end-to-end ownership of each escalated Tier 2 Help Desk Incident and Service Request, includes logging, tracking, resolution, and reporting, and escalation as necessary
Monitor and ensure timely resolution of each trouble ticket
Maintain Knowledge Base Inventory to assist with future issue resolution
Directly respond to basic questions using Knowledgebase scripts
Support users with a variety of issues, including connectivity, printing, navigation, and general questions
Required Skills
Must be able to obtain and maintain a Secret clearance and able to access all required systems, facilities and obtain and maintain appropriate issued credentials.
Possess thorough knowledge of appropriate hardware and software (e.g., PCs, Microsoft (MS) Windows, and MS Office
Possess basic understanding of system functionality to support the end users
Possess skills to recommend solutions to help reduce ongoing problems
Ability to capture, understand, and report sustainment metrics
Possess exceptional interpersonal, oral, and written communication skills.
High level of organizational skills
Knowledge of SAP in areas such Environmental Health & Safety, Project Systems, Finance/Controlling, Materials Management, and/or Funds Management is desired.
Knowledge of Defense Connect Online (DCO) is desired
Required Experience
Bachelor's Degree; may be substituted with 4 years of experience providing same or similar support
Experience serving as Tier 2 Help Desk Analyst
Experience troubleshooting issues escalated from Tier 1 Analysts and recommending solutions to those problems
(Other education, commensurate experience and demonstrated ability of individual may be substituted.)
CALIBRE is an Equal Opportunity Employer and supports transitioning service members, veterans, and individuals with disabilities. We offer a competitive salary and full benefits package. To be considered, please apply via our website at Come join our dynamic team!

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