1 day old

Tier 1 Applications Help Desk Specialist

Arlington, VA
  • Job Code
Company AECOM

Job Title: Tier 1 Applications Help Desk Specialist

JobID: 23339-1213732

Location: Rosslyn, VA, 22209, USA

Description: **Business Line** Government

**Position Title** Tier 1 Applications Help Desk Specialist

United States of America - Virginia


**Job Summary**

_AECOM is actively seeking a Tier 1 Applications Help Desk Specialist._ _The position will be located in Rosslyn, VA._

The Tier 1 Applications Help Desk Specialist will serve as the main point of entry for applications phone and email support requests, will provide Tier 1 phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, commercial and custom applications for Microsoft and custom applications, as well as other specialized Government applications and services, and will escalate support requests to the appropriate applications technician.


+ Answer correspondence from users relating to computer and applications problems, work on providing resolution, and will escalate as appropriate.

+ Enter and track issues within agency trouble ticketing system.

+ Assist users in troubleshooting for COTS and GOTS applications, Citrix, Web Access, IE configurations, and other user requests for assistance.

+ Document problems and resolutions worked on in a timely and efficient manner.

+ Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.

+ Assist IT staff with development and administration of the IT Help Desk function.

+ Obtain customer feedback information.

+ Effectively communicate customer issues and concerns to all applicable internal staff members.

+ Document all contacts, actions, and responses in customer database.

+ Organize and maintain file system; files correspondence and perform other duties as assigned.

+ Maintain working knowledge of products and/or services.

+ Prepares reports and correspondence as needed.

+ Performs other duties as assigned by supervisor.

**Minimum Requirements**

+ Active Secret with Experience with Trouble Ticketing system(s)

+ 2 years of related help desk or technical support experience or a combination of college and work experience.

+ Ability to react to high priority problem calls, and interface with a variety of VIP’s and Executive level staff personnel.

+ Some proficiency in MS OS: Win2000, W2K3, Win XP,

+ Commitment to excellence and high standards

+ Strong organizational skills; able to manage priorities and workflow and provide documentation.

+ Ability to work independently and as a member of various teams and committees.

+ Ability to understand and follow written and oral instructions.

+ Acute attention to detail.

+ Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

+ Outstanding customer service Help Desk skills

**Preferred Qualifications**

+ Some college work in Computer Science or related field preferred.

+ MCSE Certification desired

+ the ability to obtain an interim Top Secret Clearance

+ Expertise in the use of enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications and file recovery desired

**What We Offer**

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

_NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM._

**_Job Category_** _Information Technology_

**_Country_** _United States of America_

**_Position Status_** _Full-Time_

**_Requisition/Vacancy No._** _173113BR_


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Tier 1 Applications Help Desk Specialist

Arlington, VA

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Arlington, VA

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