Help Desk Specialist - SSA (Part Time)

Baltimore, MD, USA Req #415
Thursday, February 18, 2021

SUMMARY:

The selected candidate will provide detailed call/problem documentation of reported incidents utilizing Change, Asset and Problem Reporting in the ticketing system. Problem reporting in the ticketing system is required in both real-time voice and emergency notifications. The candidate will identify and report on a wide variety of hardware, software, mainframe access and print problem determination/escalation. Additionally, the individual will dispatch all vendor hardware tickets as established by previously defined priority levels.


Shifts:

  • Monday, Tuesday, Thursday 6:00am-4:30pm (30 hours)
  • Monday, Thursday, Friday 6:00am-4:30pm (30 hours)
  • Monday, Tuesday, Wednesday 6:00am-4:30pm (30 hours)
  • Monday, Tuesday, Wednesday 6:00am-2:30pm (24 hours)
  • Other Shifts when needed

 

DUTIES & RESPONSIBILITIES:


Responsibilities include, but are not limited to:

  • Provide detailed call/problem documentation of reported incidents utilizing Change, Asset and Problem Reporting System (CAPRS).
  • Issue problem reporting in the CAPRS is required in both real-time voice and emergency notifications.
  • Identify and report on a wide variety of hardware, software, mainframe access and print problem determination/escalation.
  • Initiate dispatch all vendor hardware tickets as established by previously defined priority levels.
  • Other duties as assigned.


MINIMUM REQUIREMENTS:
 

  •  1 Year Call Center Experience
  • Active CompTIA A+ or HDI-CSR Certification
 

1-year experience:

  • Windows Operating System workstation/server
  • Microsoft Systems Management Server (SMS) 2.0
  • Microsoft Exchange/Outlook client/server applications
  • TCP/IP
  • High speed Backbone Network Service (VBNS)
  • Multi-Protocol Label Switching (MPLS)
  • VoIP and Cisco routers
  • The candidate will also be required to become proficient in the use of CAPRS that is used by the agency to detail reported incidents within 2-4 weeks of joining the company.
  • Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. We will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).

•The selected applicant will be subject to a background check and drug testing.

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

Other details

  • Job Family Operations
  • Job Function Computer Support Specialist
  • Pay Type Hourly
  • Baltimore, MD, USA