McCall Communications Consulting LLC

CUSTOMER SUPPORT SPECIALIST (TIER 2)

Network Administrator in Washington, DC

Posted 2019-09-30
Description

The primary purpose of the DoS INR is to manage intelligence information to serve the foreign and domestic needs of the Secretary of State, the President’s representatives (ambassadors) and functional and regional DoS bureaus. The Intelligence and Research Information Support System (INRISS) is the primary information processing system utilized in INR.

The candidate shall be an SCI cleared Customer Support Specialist to provide technical helpdesk support. Candidate should have a familiarity with the Intelligence Community (IC).

Key Tasks & Responsibilities

The Customer Support Specialist interfaces with multiple levels of users, management, and technical staff. The Customer Support Specialist provides a moderate to a high level of customer service support for office automation applications, PCs and printers. Each specialist is responsible for accurately documenting and reporting problems in the call logging system. A Customer Support Specialist categorizes and prioritizes service requests through HelpStar. A Customer Support Specialist provides phone and field support. A Customer Support Specialist performs initial PC set-up duties and account configuration. The Customer Support Specialist shall have experience utilizing call logging software, a strong knowledge of Microsoft based operating systems with an emphasis on Windows XP, experience using and troubleshooting MS Office suite 2003/2007/2010, Outlook 2007/2010 Internet Explorer, Adobe and NT Toolkit and advanced hardware and software set-up and configuration skills. The customer support specialist must be capable of providing support to a custom developed messaging system based on RetrievalWare and be capable of understanding complex Boolean queries and assisting users in the development of queries. While performing the duties of this job, the employee is frequently required to handle; reach with hands and arms; stoop, kneel, bend, crouch or crawl. The employee must also occasionally lift and/or move up to 50 pounds or more.

Required Education & Experience

Requires high school diploma or equivalent and four years of related experience (3-4 years providing end-user phone support for current PC desktop and application software OR 3-4 years installing, upgrading, troubleshooting and repairing personal computers in a network environment).

Certification Requirements

MOS or MCAS

Clearance Requirements

TS/SCI

Job Type: Full-time

Salary: $100,000.00 to $115,000.00 /year

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