AECOM Tier 1.5 Service Desk Technician in Stennis, Mississippi

Requisition/Vacancy No. 152212BR

Position Title Tier 1.5 Service Desk Technician

Job Category Information Technology

Business Line Government

Country United States of America

State/Province/Region USA - Mississippi

City Stennis

Why Choose AECOM? AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine’s annual industry rankings, and has been recognized by Fortune magazine as a World’s Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients’ projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion. More information on AECOM and its services can be found at www.aecom.com.

About the Business Line

Government

AECOM works with national and local governments around the world to manage and support critical programs in the areas of defense, security and intelligence; energy and climate change; environmental cleanup and waste management; infrastructure development, protection and resilience; and international development. Our global operations and connected expertise enable us to provide cutting-edge, relevant and cost-effective solutions that help our clients safeguard and enrich society and the world we live in.

Job Summary

The Service Desk Tech shall perform Tier 1.5 services working directly with the Service Desk and staff to ensure that

service levels are achieved. The hours of operations are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified

candidate will perform the following:

Position Responsibilities:

•Responds to and diagnoses problems through discussions with users.

•Ensures a timely process through which problems are controlled. Includes problem recognition, research,

isolation, resolution, and follow-up steps.

•Provides support to end users on a variety of issues.

•Identifies, researches and resolves technical problems.

•Responds to telephone calls, email and personnel requests for technical support.

•Documents, tracks, and monitors problems to ensure timely resolution.

•Provides second-tier support to end users for either PC, server or mainframe applications or hardware.

•Interact with network services, software systems engineering, and/or applications development to restore service

and/or identify correct core problem.

•Simulates or recreates user problems to resolve operating difficulties.

•Recommends systems modifications to reduce user problems.

•Troubleshoot operating system and Commercial off the Shelf (COTS) software related issues.

•Provide knowledge management (KM) articles. After an incident is resolved, the process shall be documented as

a KM article for future resolution and reserved in Remedy for future incident reference.

•Support staff working in a remote USCIS office or teleworking.

•Ensure IT services are rendered/ equipment tested on the day telework employees are in the office.

•Be available to support pre/post application release.

•Ensure staff is always in place to take the handoff from Tier 1 support and assist in meeting first call/contact

resolution.

•Provide and document policies and procedures for Tier 1.5 team to follow.

•Develop and implement a Tier 1.5 SOP following a similar structure as Tier 1 SOP.

•The Contractor shall ensure that Tier 1.5 staff is experienced with designated remote resolution and with using

this solution to push packages to workstations to complete software installation requests.

•May be trained to perform Critical Incident Response, Account Management or Problem Management duties.

Minimum Requirements

•US Citizen

•High School Diploma or equivalent

•Must be able to obtain/hold T1 Public Trust “clearances” supported by a Limited Background Investigation

•Minimum of 6 months experience in a Tier 1.0 position

Preferred Qualifications

•MCSA certification

•ITIL Foundation certification

•HDI-SCA certification

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 and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here at http://www.aecom.com/content/wp-content/uploads/2016/01/EEO-is-the-Law-poster-supplement.pdf to view the EEO Is The Law poster.

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.