Description
· Responsible for delivery of assigned tasks within the delivery cycle of a project. Understands a broad spectrum of HP technology in order to deliver part of a detailed technical design, which meets customer requirements. Tasks may include installing new systems applications; updating applications, firmware, and drivers; creating boundaries for as well as performing configuration and testing activities; applications programming for assigned modules within a larger program; assisting in the preparation of technical presentations and demonstrations; and participating in customer meetings.
· Works with minimal direction from the technical lead and with customer nominated representatives to accomplish assigned tasks. Contributes to design for specific deliverables and assists in the development of technical solutions.
· Participates as part of a team and maintains good relationships with team members and customers. Understands HP strategy and the role that the individual plays.
· Uses knowledge tools and reuses information for the benefit of projects, and of professional development.
· Uses and contributes to technical forums within the HP environment and local professional communities and technical user groups. Focuses on single customer. Brings some specialized knowledge to a project team and solves moderately complex problems.
Qualifications
Position Prerequisites:
· SRF Type: External
· Business need: Contingent Upon Contract Award
· Subcontractor Eligible: No
· Service Contact Act applicable: No
· Clearance requirements: U.S. Citizenship required - position must meet the Department of Defense requirement for security clearances and/or IT-II (formerly ADP II) level of trust and US Citizenship. A qualified candidate will be hired and then processed. A candidate's continued employment for this position is contingent on successfully completing the government clearance process.
· Degree needed: No. Minimum High School Diploma required.
· Years of experience needed: - 3/5 years in network/hardware/software troubleshooting
· Provide a brief, but detailed write up of the job description: Under general direction, provides support to end-users for PC, server, or mainframe applications and hardware. Resolves escalated problems. Interacts with NOC, BOC, and NSOC to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Analyzes and recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise. MHS Help Desk Tier 2 team members are responsible for handling all tickets opened by MHS Tier 1. This may require working with other support teams in NOC, BOC, and NSOC. In addition, Tier 2 responsibilities include, but are not limited to:
· Troubleshoots all MHS application problems utilizing all available resources (Knowledge Tool, Remedy, MHS Applications) and escalates problems, when necessary, to ensure tickets are updated and resolved in a timely manner
· Ensures escalation procedures are properly followed when involvement from other support groups (NOC, BOC, NSOC) is required to resolve a problem
· Follows procedural guidelines to respond to and/or research customer questions
· Assists with the creation and maintenance of Knowledge Tool articles and procedures
· Logs all troubleshooting steps in the trouble ticket System
· Assists MHS users in attempting to resolve software-related or connectivity problems
· Troubleshoots and resolves MHS hardware-related problems or escalates the trouble ticket to the hardware vendor replacement is required
· Responsible for ensuring that the Tier 2 Queue of the trouble ticket system is monitored and all incidents are continually reviewed, site POCs contacted and tickets kept updated, in a timely fashion
· Coordinates unscheduled outage events and documents all actions taken to resolve the outage. Provides ongoing notification to internal TIMPO personnel and external TIMPO users during an outage event.
· Prepares a summary report of each unscheduled outage event
· Generates daily reporting of all open trouble tickets
· Generates weekly reporting of unscheduled outages
· Generates monthly reporting of MHS system availability by application