Job Description

We are seeking an Applications Support Center Analyst to join our team!

This is a full-time, non-exempt position located in the Pentagon.

ACTIVE DOD SECRET CLEARANCE REQUIRED

Under general supervision, provide technical software, hardware and network problem resolution to United States Marine Corps computer users (the majority within the National Capital Region) by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment: clearly communicate technical solutions in a user-friendly, professional manner; Provide one-on-one end-user training as needed and pass more complex end-user problems on to Tier II and above technicians. Field all Service Desk calls and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to a Tier II technician.

RESPONSIBILITIES:

• Provide Tier I applications support to Department of Defense (Active Duty and Civilian Marines and Contractors) users on Microsoft SharePoint, and other custom applications.
• Document, prioritize, escalate, and track support requests using Remedy and other issue tracking systems.
• Perform creation/updates and password resets within Microsoft Active Directory.
• Consult with Tier II technicians to resolve customer incidents and customer issues.

QUALIFICATIONS:

• MUST HAVE AN ACTIVE DOD SECRET CLEARANCE.
• MUST HAVE AN ACTIVE COMPTIA SECURITY PLUS CERTIFICATION
• Previous experience in IT, computer science, or other related fields
• Knowledge of TCP/IP and routing
• Ability to evaluate software systems
• Strong problem solving and critical thinking skills
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Ability to learn new technologies quickly
• Knowledge of and/or experience with Microsoft SharePoint a plus!

Company Description

Hartwood Consulting Group is made up of highly certified and experienced professionals who procure a more cogent understanding of the people, processes, and tools supporting organizational services to optimize service delivery. We help organizational experts understand their services and systems better by digging deep and asking questions most companies don’t know need to be asked.