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DynCorp International LLC.

User Tech Support Specialist

DynCorp International LLC. - Fort Worth, TX

User Tech Support Specialist

in

FORT WORTH

Texas

Job Summary

The

User Tech Support Specialist

is responsible for providing technical assistance and support to a workforce located across the globe. The position is responsible for first and second level problem determination, problem/incident recording, problem resolution and problem escalation per Business Technology policies and procedures. User Tech Support Specilaists provide second-level support on more complex issues.

Principal Accountabilities

Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool

Administer user accounts via Active Directory, group membership and rights assignment based on estabilished procedures

Escalate problems as appropriate following Service Desk procedures

Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers throughout the problem resolution process

Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections

Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM

Perform other duties as assigned

Knowledge & Skills

Knowledge of current Microsoft desktop operating system and application software

Demonstrated knowledge of personal computer hardware configuration and setup

Excellent Telephone and face-to-face communication skills

Excellent knowledge of service desk processes and functions in support of end-user computing needs

Demonstrated writing and typing ability

Demonstrated ability to manage multiple priorities and follow through on projects to completion

Experience & Education

College degree strongly preferred or high school diploma plus some advanced training

Current certification in at least one of the following areas preferred:

o CompTIA A , Network , or Security

o Microsoft Certified Solutions Associate (MSCA), preferably in Microsoft’s current Desktop Operating System

o ITIL v3

Five (5) to seven (7) years of Service Desk experience

Physical Requirements/Working Environment

Normal office environment

May be assigned to first, second, or third shift work schedule

Able to stand and walk 20% of work shift to assist employees located throughout main campus location

Able to lift standard computer equipment up to 50 lbs

Job:

*IT / Software Development

Title:

User Tech Support Specialist

Location:

UNITED STATES-TEXAS-FORT WORTH

Requisition ID:

1802198

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14 days 5 hours ago

DynCorp International LLC.

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User Tech Support Specialist DynCorp International LLC. - Fort Worth, TX, United States

   

Location: Fort Worth, TX

Company Profile:
DynCorp International is a global government services provider in support of U.S. national security and foreign policy objectives, delivering support solutions for defense, diplomacy, and international development. We provide expertly conceived and professionally executed services to meet the complex demands of today's world. We have broad international expertise and over 60 years of experience working in remote, dangerous and austere environments. We integrate our many competencies to provide solutions that fit each customer and situation, and bring a culture of compliance, accountability, and relentless performance to each program and task.