Experis has partnered with several local integrators looking to fulfill HelpDesk positions! If interested in learning more about position openings, please e-mail Elizabeth at Elizabeth.Kiely@experis.com, or call 301-921-3630.

Must hold Secret Clearance. Work Location is in Silver Spring, MD

The work involves planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance and/or training in response to customer requirements. Provides customer service, support, training and diagnostics to systems and software including productivity applications, Microsoft Windows operating systems, Scripting via PowerShell or similar scripting languages, IP protocols, Active Directory and equipment used in customer organizations.

Requirements include knowledge and skills in:

  • Customer support and troubleshooting principles and methods
  • Multifunction printer support (Canon, Xerox MFDs)
  • Troubleshooting Active Directory and CAC authentication and certificate issues
  • Scripting skills (VBScript, PowerShell or similar) are a plus
  • Supporting VMware VDI or similar technology is a plus (Virtual Hosted Desktop)
  • Planning and delivery of a full range of customer support services to customers including installing, configuring, upgrading, and troubleshooting any hardware and software components present
  • Delivering formal and informal training and assistance to customers
  • Reporting, responding to and resolving customer requests via Remedy and other trouble ticketing systems
  • Diagnosing and resolving problems in response to customer reported incidents
  • Identifying, researching, evaluating, and providing feedback to management on problematic trends and patterns in customer support
  • Assisting in the development and management of customer service performance requirements
  • Assisting in the development of customer support policies, procedures, and standards
  • Troubleshooting complex problems & coordination with other IT teams and service providers
    Regularly upgrading technical skills
  • Ensuring the rigorous application of Army information security/information assurance policies, principles, and practices in the delivery of customer support services
  • Providing technical support to critical end-user issues in support of Army mission requirements on a 7×24 basis if required.

Must Have:

  • CompTIA Security+ CE (copy of valid CompTIA certification is required prior to offer release) Active Secret Clearance