Requisition Number: FS103838
Interest Category: Business Operations/Admin/IT
Interest Sub Category: Information Technology
Job Title : Help Desk Specialist (Journeyman)
Employment Category/Status: full-time
Type of Position: Temporary
Country: U.S.
State: District of Columbia
City: Washington
Minimum Requirements: Bachelor's degree and 2-4 years experience or equivalent or combination of education, certifications and specialized industry experience (subject to the Government Contracting Officer granting a waiver)
Other required experience:
• Experience troubleshooting Citrix issues for remote laptop users via phone.
• Experience with and ability to configure and resolve complex issues using PC based systems running Windows 7 and related technologies in a geographically dispersed environment.
• Experience following complex procedures with consistent, successful results.
• Experience troubleshooting and resolving PC systems using Windows XP, Windows 7, Citrix and related technology problems.
" U.S. Citizen or have legal right to work in the USA without sponsorship (Agency check will be required for this position)
May be required to work evenings and weekends. Participation in a 24x7 on call rotation may be required. May be required to travel to SEC locations and data centers (<10% travel required)
Job Description: AECOM is seeking a temporary Help Desk Specialist to join our team in Washington, D.C.!
The primary duties of the Help Desk Specialist (Journeyman) include having a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
Responsibilities:
The primary duties of the Helpdesk Specialists include having a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Requires experience in the set-up, configuration, use, and trouble shooting of computers.
• Trouble shooting will be done primarily via phone.
• Provide advanced technical deployment support for PC and related systems using Windows XP, Windows 7, Citrix and related technologies in the SEC environment.
• Responds and follows-up on internal and external customer support problems.
• Responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Responsible for providing telephone support to end-user community on hardware, software, and network related problems, questions, and use.
• Providing first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem.
• Diagnosing problems and/or problem requiring physical interaction with end user; dispatching technical support specialists from appropriate team.
• Opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
• Assist end-users and IT specialists by phone and email with first-level technical support
• Work with Tier II and other groups to resolve technical problems.
• Provide Remote Access Support for Citrix and VPN.
URS and AECOM have joined together as one company. Learn more at www.urs.com
About AECOM
AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine’s annual industry rankings, and has been recognized by Fortune magazine as a World’s Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients’ projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, had revenue of approximately $19 billion during the 12 months ended Dec. 31, 2014.
More information on AECOM and its services can be found at www.aecom.com.
Follow us on Twitter: @aecom
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