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Help Desk Support - SME

Company: Perspecta
Location: Mc Lean
Posted on: December 9, 2018

Job Description:

Overview Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves-to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers. Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways-not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter. Perspecta's talented and robust workforce-14,000 strong-stands ready to welcome you to the team. Let's make an impact together. Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories Responsibilities This position will support an Intelligence Community [IC] agency and will provide a full range of IT capabilities to include applications, databases, analytic and data management tools, security and privacy compliance and associated program management necessary to support this agency's intelligence and national security mission. This initiative is divided into three major categories of work: [1] IT Development, Enhancements and Engineering which includes requirements definition, system design/engineering, build, test, and integration to ensure the timely delivery of services, applications, databases, and tools across the Agency's enterprise. [2] Applied Technology Assessments provides support through the various IT Lifecycle phases:

  • Planned/future development efforts
  • Current development initiatives
  • Sustainment of legacy systems Activities may include identifying, reviewing, prioritizing and inserting new/emerging technologies into current or future initiatives. The work performed may also include activities such as developing prototypes and/or pilots and preparing Analysis of Alternatives that includes, cost, benefit, and risk of potential new and/or emerging technologies. [3] Operations and Maintenance provides support for the sustainment of existing systems including the application of upgrades/patches, for IT hardware, system software, applications, databases, websites, tools by providing system support, end user/help desk support, software/firmware release, infrastructure installation and retirements, and software and hardware configuration and inventory control. In general, Help Desk Support is responsible for recording incidents and providing support to the users. Provides a total customer support service as a single point of contact for all issues relating to IT and IS services for a particular customer. Provides technical assistance to computer system users, including the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Maintains a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them. Answers questions or resolve computer problems for clients in person, via telephone or from remote location. Provides assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
    • Develop standards and guidelines to guide the use and acquisition of software and to protect vulnerable information.
    • Modify existing databases and database management systems or direct programmers and analysts to make changes.
    • Test programs or databases, correct errors and make necessary modifications.
    • Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.
    • Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems such as the installation of new databases.
    • Train users and answer questions.
    • Establish and calculate optimum values for database parameters, using manuals and calculator.
    • Specify users and user access levels for each segment of database.
    • Develop data model describing data elements and how they are used, following procedures and using pen, template or computer software.
    • Develop methods for integrating different products so they work properly together such as customizing commercial databases to fit specific needs.
    • Review project requests describing database user needs to estimate time and cost required to accomplish project.
    • Review procedures in database management system manuals for making changes to database.
    • Work as part of a project team to coordinate database development and determine project scope and limitations.
    • Select and enter codes to monitor database performance and to create production database.
    • Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management.
    • Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management.
    • Write and code logical and physical database descriptions and specify identifiers of database to management system or direct others in coding descriptions.
    • Review workflow charts developed by programmer analyst to understand tasks computer will perform, such as updating records.
    • Revise company definition of data as defined in data dictionary.
    • Answer users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.
    • Enter commands and observe system functioning to verify correct operations and detect errors.
    • Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
    • Oversee the daily performance of computer systems.
    • Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
    • Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
    • Update and communicate with users about problem progress.
    • Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
    • Monitor events and perform corrective actions according to documentation.
    • Escalate incident reports to required groups and monitor as defined in SLA.
    • Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes at the field location.
    • Coordinate site engineering plans, site surveys, and site installation Technical Design Packages.
    • Participate in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location Qualifications Education:
      • Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a relevant scientific or technical discipline
      • TS/SCI w/Poly clearance level
      • 16 years relevant experience Desired Qualifications: Knowledge, Skills and Abilities:
        • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
        • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
        • Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of services.
        • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
        • Ability to identify complex problems and reviewing related information to develop and evaluate options and implement solutions.
        • Excellent analysis and coordination skills.
        • Excellent critical thinking, complex problem solving, deductive and inductive reasoning skills.
        • Excellent oral and written comprehension and expression.
        • Ability to motivate, develop, and direct people.
        • Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
        • Ability to teach others on the team or Help Desk customers
        • Ability to monitor Help Desk activity and compare to SLAs Options

          Keywords: Perspecta, Washington DC , Help Desk Support - SME, Other , Mc Lean, DC

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