Jobs at FLASH Technology Group

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Help Desk Specialists II

Columbia, MD · Information Technology
Perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met.
Refers issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verifies user acceptance.
Responsibilities include:
  1. Acknowledging events received from the Enterprise Management Tools
  2. Opening incidents relating to received events
  3. Troubleshooting  based on defined procedures to resolve the event
  4. Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes
Required Skills, Experience, and Education:    Three (3) years of experience with a Bachelor’s Degree in a Business, Technical or Math related field. Five (5) years with an Associate’s Degree or seven (7) years’ experience may be substituted for the Bachelor’s Degree. Must have experience working with customer technology and support requirements.
  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Strong interpersonal and presentation skills
  4. Strong troubleshooting and technical skills in networking and desktop support.
  5. Experience with enterprise management monitoring tools such as HP Open view, Solar winds, or Splunk required
  6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
Required Clearance:  Candidate must currently hold a TS/SCI polygraph clearance!
Desired, not required: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco  Certified Network Associate (CCNA), or similar certification desired
    Must be willing to work shift. They are as follows:
  • Day 1: Sun-Thurs, 0600-1430
  • Day 2: Tues-Sat, 0600-1430
  • Swing 1: Sun-Thurs, 1400-2230
  • Swing 2: Tues-Sat, 1400-2230
  • Night 1: Sun-Thurs, 2200-0630
  • Night 2: Tues-Sat, 2200-0630
Required Clearance:  Candidate must have a TS/SCI polygraph clearance
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