Job Description
The Excalibur Group is currently seeking
Technical Support Specialist I in
Dulles, VA to support a local
contract .
**Will be subject to a background check prior to employment. DUTIES/RESPONSIBILITIES - Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems.
- Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
- Performs related duties.
- Responds to IT related service requests (user problems, incidents, issues, requests and queries).
- Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow).
- Assesses the problem; works with users to troubleshoot the nature of reported problem.
- Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the Airports Authority.
- May query using the Division’s frequently asked questions (FAQs) and other Division tools to assist in identifying user’s problem/potential problem and solution.
- May use remote access software to remotely work on the user’s equipment. Documents completion or progress in ServiceNow.
- Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents.
- Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
- Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications.
- Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking.
- Performs other duties as assigned. Nothing in this job description restricts MWAA’s right to assign or reassign duties and responsibilities to this job at any time.
REQUIREMENTS: - A high school diploma, a certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.
Preferred Qualifications: - Associate’s Degree in Computer Science, Telecommunications, or Management Information Systems (MIS).
HOURS OF OPERATION Must have flexible schedule , hours may vary (M-Fri with some weekends)
Overtime is expected and shift changes
Travel required HOW TO APPLY
If interested in this opportunity, please apply on our website by visiting .
Preference will be given to all qualified applicants who live in a federally certified HUBZone.
**The Excalibur Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.**
Job Tags
Contract work, Local area, Remote job, Flexible hours, Shift work, Weekend work,