Follows best practices for processes and procedures (ITIL process environment). Act as onsite operator for other technical and organizational teams to provide hands/eyes support as well as standard administration functions. Supports Microsoft Windows 7/8/10, Microsoft Office Suite 2000/2003/Office 365. Provides support on complex hardware and operating system software and typically involves certified systems engineers when additional support is needed. Resolves software and hardware desktop issues. Assists users by utilizing experience with wireless networking, remote access, and VPN. Supports Equipment/Software/Hardware moves/adds/changes. Stages/configures/installs desktop software utilizing SCCM.
Updates all tickets assigned on a daily basis. Opens, tracks, updates and resolves incident and problem tickets. Ensures incident/problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom tickets were assigned. Provides technical support and training to end-users. May provide guidance and work leadership to less-experienced technicians. Document work instruction for use by other technicians. Maintains current knowledge of relevant technology as assigned. Participates in special projects as required.
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).