"Alerted.org

Title: Help Desk Associate Location: Reston, VA Clearance: No Citizenship Requirement: Yes Req #: 3965 (3120)

Salary: $60,000 - $86,000

Expected Contract Length: 1 year with potential for extension

Project Overview:

Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects; configures and installs standard hardware and software; provides basic automation support and coordination to the project; implements the IT portion of the project closeout plan. Performs a broad range of varied automation and communications related work activities. Plans and schedules own work within a limited time horizon. Job Summary:

Help Desk Operations In this role, you will provide 24x7 first line support for IT services to internal users. You will respond to IT requests and incidents, troubleshoot issues, provide feedback, assist in the development of new procedures, and participate in the rollout of new technologies and services. Your work will contribute to enhanced performance of IT infrastructure, applications, network, and collaboration services globally. IT Service Management In this role, you will assist with the day-to-day IT Service Management process based on industry standards. You will help develop the roadmap and guides, define processes and data requirements, and establish metrics and reports. Your work will support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures. Local Infrastructure/Deskside Operations In this role, you will deploy and provide hardware and IT services to internal end users in Bechtel offices. You will diagnose and resolve hardware and software related issues, maintain and troubleshoot local IT infrastructure, network and collaboration services, and participate in the rollout of new technologies and services. Your work will contribute to improved incident resolution and customer service standards. Mobility & Wireless Operations In this role, you will Identify, diagnose, and resolve problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services. You will participate in the development and rollout of new technologies and services to enhance end user experience and meet business needs.

Major Responsibilities: Local Infrastructure / Deskside Operations Deploys and provides end user hardware and IT services to internal users in Bechtel offices locally Diagnoses and resolves local Infrastructure, hardware & software related issues Follows standard operating procedures for IT request and incident services to the end-user Improves Incident resolution and customer service standards Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end user performance issues Participates in the rollout of new technologies, services, and security remediations Helpdesk Operations Provides 24 x 7 first line support for IT services to internal users Follows standard operating procedures for IT request and incident services to the end-user Troubleshoots end user performance issues for IT infrastructure, applications, network, and collaboration services globally Provides feedback and assist in development of procedures, work instructions and new scopes Participates in the rollout of new technologies, services, and security remediations Mobility & Wireless Operations Deploys and provides mobile devices and mobility services to internal users Follows standard operating procedures for mobility services to the end-users Troubleshoots end user performance issues for mobile devices (Smart phones, tablets, data devices, etc.) as well as mobile applications and Bechtel App Store Provides feedback and assists in development of procedures, work instructions and new scopes Responsible for mobility asset and inventory management Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services Participates in the rollout of new mobility technologies and services

Education and Experience Requirements: Requires a University Hire with 1-2 years of experience or 5-6 years of relevant work experience. Required Knowledge and Skills: Basic knowledge of corporate, industry and professional standards. Basic knowledge of project management concepts and tools. Ability to handle customer interactions in an accurate, effective and timely manner. Ability to articulate ideas and write clear and concise reports

The salary range for this role is $60,000 - $86,000; however, Craig Technologies considers several factors when extending an offer for employment, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training and preferred skills and knowledge.

Note: This job description describes the general nature of the duties and requirements of the job. It is not intended to be an exhaustive list or to limit the supervisor's ability to modify work assignments as appropriate.

***All candidates selected will be subject to a security background investigation and must meet all eligibility requirements for access to classified information. *** Craig Technologies is an EEO Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other non-job-related protected status. All candidates selected will be subject to a security background investigation and must meet all eligibility requirements for access to classified information.