CSA - IT Specialist (Able to obtain Secret Clearance)

CSA \- IT Specialist \(Able to obtain Secret Clearance\) Description SAVA services and solutions help our federal clients provide for national security, improve communications and collaboration, secure the integrity of information systems and networks, enhance data collection and analysis, and increase efficiency and mission effectiveness\. We're at the forefront of the communications breakthroughs that bring Federal, state, local and International organizations together for leading edge collaborative solutions in our fight against global crime and terrorism\. Careers@savasolutions\.com PRIMARY FUNCTION The DEA Service Desk is the first stop for all IT user support\. The DEA Service Desk Customer Support administrators are tasked with providing the first line of help to resolve customer administrative and technical problems\. Problems are reported to Customer Support Service Desk as incidents or service requests via user telephone calls or e-mail\. Service Desk administrators must be diligent in engaging with DEA customers when fielding calls to reduce downtime regarding information access and security, and thereby successfully continuing its mission\. The Service Desk is the main contact that customers have with SI so every effort shall be made by the Service Desk administrators to resolve DEA customer incidents on a first call basis\. The Contractor staff shall track and resolve incidents/problems using the System Center Service Manager \(SCSM\) as its incident and service request tracking solution\. The contractor shall provide general system administration for the DEA ticketing system that is used in the DEA Customer Service Desk\. The approximate total call volume is about 170,000 calls per year in support of over 16,000 users\. ESSENTIAL DUTIES & RESPONSIBILITIES + Triage incoming calls + Provide courteous, knowledgeable, and professional troubleshooting for reported problems + Properly identify and categorizing of calls + Properly escalate of problems + Conduct follow up calls + Conduct follow up on large-scale reported problems + Maintain and update a library of Standard Operating Procedures + Assist users with connectivity issues with hardware and software capabilities + Maintain complete and detailed records + Maintain an Information/Status Board for known outages + Handle Depot service requests from users \(shipping new/replacement equipment\) + Troubleshoot desktop systems peripherals, communications devices, operating system, and desktop application software + Assist with the installation of client-based desktop software + Server Administration Support + Report security breaches to the Government Program Manager + Common Service Desk issues include: + Password resets + Assistance with applications + Hardware failures + Access failure + Back-up failure + Mainframe \(M204\) legacy application issues + Network communication failures Qualifications Basic Qualifications: + Ability to obtain and maintain a Security Clearance; US Citizenship is required\. + 2\-3 years of IT experience + Experience supporting Microsoft Windows environment + Experience repairing and replacing system peripherals + Knowledge of Active Directory \(AD\) + Experience with Virus Protection management + Experience troubleshooting and resolving network hardware and software problems\. Desired Skills : + Active Secret Clearance is an asset + BA/BS Degree from an accredited college or university is an asset WORK ENVIRONMENT AND PHYSICAL DEMANDS Candidate must be able to function in general office environment\. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted\. AN EQUAL OPPORTUNITY EMPLOYER We are Equal Opportunity Employers\. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status\. We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities\. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job\-assist@akima\.com or 571\-353\-7053\. The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance\. Please do not use the dedicated phone number above to call on the status of your job application if you do not require accessibility assistance or an accommodation\. Reasonable accommodation requests are considered on a case\-by\-case basis\. In order for our company to stay compliant with government regulations, please apply on line\. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application\. Job: Information Technology Primary Location: US\-VA\-Arlington Schedule: Full\-time Shift: Day Job Closing Date \(Period for Applying\) \- External: Ongoing Req ID: SAV02917

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