Help Desk Associate - (KB10948)

Based in Herndon, Virginia, Netco Government Services designs, implements and manages multi-campus global enterprise networks that interconnect various government entities and multi-national corporations. As a leading enterprise network integration solutions provider, Netco works closely with its system integration partners to deliver robust solutions including networks, servers and applications that are easy to use and manage. The Company currently provides enterprise wide information and technology system solutions to the Department of Defense (DoD) and other government agencies, including network architecture, design, implementation, installation, and operation, together with network administration and management, and related support and training. The Company typically furnishes its services as a subcontractor, but it also provides some services under contract directly with the Government. Currently, the Company's principal business activity is its participation as a Tier 1 subcontractor to EDS on the NMCI contract, one of the largest government IT outsourcing contracts ever awarded. The NMCI contract, let by the Government in October 2000, is an $8.8 billion procurement (including option years) by the Navy and Marine Corps of a new, fully integrated communications and data network for both business and war fighting purposes. This contract provides the US Navy and Marine Corps with comprehensive, end-to-end information services through a common computing and communications environment. This environment enhances system and software interoperability and, in turn, improves information exchange capability for garrisoned and deployed forces as well as individual users. The NMCI network is intended to enhance security, improve standardization, reduce duplication and redundancy, and minimize software support costs. The NMCI contract is the first government contract including commercial Service Level Agreements and commercial best practice standards.

* Provide telephone, email and personal requests for domestic and overseas technical support issues.
* Document, track and monitor help requests for timely resolutions
* Creating/Modifying client records in the Help Desk software
* Will be responsible for entering and/or modifying client records in help desk software
* Will be responsible for obtaining and accurately recording the client's technical issues
* Will be responsible for assigning help requests to the appropriate support technicians when needed
* Experience with Remedy, Windows XP, MS Office 2000, HP printers, knowledge of AD tools (ADUC, Hyena), Remote Desktop
* Experience with Script Logic and Exchange 2003 would be a plus but is not required.

Basic application, hardware, and network knowledge is necessary to understand how to ask questions to better diagnose a problem, assign calls and to be able to use proxy software to resolve some of the calls. This position will require an associate's degree in a related area or 2-5 years of experience in the field or in a related area. He/She should be familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. He/She will perform a variety of tasks. He/She will report to a help desk supervisor or manager.

POSITION REQUIRES ABILITY TO OBTAIN AND MAINTAIN AN ACTIVE DOD CLEARANCE.

We are proud to be an EEO/AA employer M/F/D/V.

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