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Help Desk – Computer

SPI

This is a Full-time position in DFW Airport, TX posted July 3, 2021.

PRINCIPAL DUTIES AND RESPONSIBILITIES Network Server Monitoring o Monitor for maximum service availability and performance o Facilitate network services across all supported end points and servers o Support engineering and other technical units o Have sufficient level of knowledge around network components and know which subject matter experts can help resolve network issues. o Provide 247 network health investigation and signal to report by using network monitoring software o Perform the carrier route testing for the network communication device o Network Monitor is responsible for monitoring events and incidents that affect server and service health across the Enterprise, documenting outage information including actions taken to respond to incidents and resolve the outage. o Monitors multiple server solutions o Desktop Support o Image DesktopLaptop devices o Configure and test workstations in accordance with DFW policyprocedures. o Install and test additional software as required. o Installation and upgrade of software applications. AV Support o Technical support of hardware and video wall. o Support Ticket management o Provide regular status reports to customers and management as necessary. o Troubleshoot and resolve user issues (hardware and software). o Respond, log, and track support tickets into the ticketing system (RemedyForce). o Troubleshoot software and hardware failures and take steps to remedy problems. o Facilitate customer escalations, driving issues to resolution. Support o Coordinate with functional managers on all project teams. o Work with subject matter experts to createupdate task estimates. o Review security memos and alerts from vendors communicate possible action steps to responsible party. o Promote an environment focused on continued improvement and high levels of collaboration using leadership and conflict resolution skills. o Review security memos and alerts from vendors communicate possible action steps to responsible party. INTEGRATED OPERATIONS CENTER SENIOR FIELD SERVICE TECH XXXX PRINCIPAL DUTIES AND RESPONSIBILITIES (Continued) o IT Security o Cybersecurity fundamentals o Data security concepts and practices o Phishing emails o SIEM alerts o Endpoint Protection EDR (e.g., ATPCylanceetc.) alerts o Cloud App Security alerts o Verizon MSS alerts o Threat Intel alerts (A-ISAC, MS-ISAC, FBI, etc.) o Detect, engage, and respond to malicious activity alerts. o Identity and access management alerts. o Ensure confidentiality, integrity, and availability of datainformation. o Security testing for relevant alerts. Minimum of seven -year experience in a technical support role and related field customer service experience. Experience in and working knowledge of PC hardware and laptop repair, networking, Microsoft Windows 10, remote client connectivity and software installation and removal. Exceptional customer service Strong analytical skills able to assess and solve issues in a high-pressure environment Maintains a good understanding of IT industry trends. Excellent written and oral communication skills Ability to participate in after hours on-call support Proficiency in MS Word, Excel and other business software applications Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues t alerts. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES bull Excellent customer service. bull CIJIS certification required(testing and background will be provided) bull Excellent written and oral communication. bull Read and comprehend various cyber alerts. bull Excellent client relationship skills. bull Knowledge of the capabilities, limitations, and general characteristics of personal computers. bull Knowledge of Desktop Operating Systems bull Knowledge of network servers and cabling standards. bull Skill in the installation, configuration and repair of desktop computers, networks, peripheral equipment, and related software systems. bull Ability to communicate clearly and effectively, and to maintain harmonious internal and external working relationships. bull Ability to be on call via pager or other department-defined method. bull Ability to pass a medical physical. DESIRABLE bull College degree in Computer Science, Data communications or Electrical Engineering. bull Experience in Microsoft network operating system. bull Experience in Windows 10 operating systems. bull Proficiency in Microsoft Office Suite. bull MCP or MCSE certification. bull A+ Certified Service Technician bull Pen Test+ bull Security + bull CompTIA Network+ bull Offensive Security bull EPPEDR certifications or courses INTEGRATED OPERATIONS CENTER SENIOR FIELD SERVICE TECH XXXX

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