DMI

Senior Functional Helpdesk

3 months ago(9/22/2017 8:08 AM)
Job ID
2017-14444
Category
Operations
US-GA-Robins AFB

Overview

About DMI

DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Google+.

Responsibilities

About the Opportunity 

Investigates and resolves software and hardware problems of computer users. May include supervision and coordination activities of workers who provide problem solving support to computer users by performing the following duties:

  

Duties and Responsibilities:   .

  • Trains help desk staff to answer and resolve incomng calls.
  • Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.
  • Confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Determines whether problem is caused by hardware such as printer, cables, or telephone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
  • Consults with programmers to explain software errors or to recommend changes to programs.
  • Tests software to evaluate ease of use and whether product will aid user in performing work.
  • Writes software and hardware evaluation and recommendation for management review.
  • Develops training materials such as exercises and visual displays.
  • Provide support and data as requested for administrative purposes and in support of the Quality Management System
  • Must perform other duties as assigned at the discretion of management

 

Qualifications

Education and Years of Experience: 

To perform this job successfully, an individual must be able to perform each duty assigned thoroughly and independently, without supervision on short term projects. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor's degree and/or certification or equivalent from accredited college or technical school. Relevant experience may be considered as substitution for education.
  • A minimum of five (5) years of experience in an IT-related helpdesk support role, or
  • Experience managing to service levels and understand the importance of clearly knowing what level of service needs to be provided.
  • Experience with automated tools for managing helpdesk calls
  • Experience with providing support with problem resolution and helping users in situations ranging from simple user training on system, password or user name issues, to more complex communications and system problems.
  • Experience assessing the knowledge and training requirements needed for environment to include customer operations, business supported, applications, associated COTS, operating system and/or database.
  • Experience with DoD pay and travel systems a plus

Required Skills/Certifications: 

  • Must possess an excellent understanding of technical issues, ability to communicate verbally and in written form effectively, and the ability to work within U.S. Government contractual realm. This position requires the ability to communicate effectively before groups of customers and employees of the organization.
  • Excellent telephone skills and knowledge of troubleshooting using vendors
  • Ability to assist in Network Administration.
  • Success managing multiple tasks simultaneously.
  • Adaptable to changing requirements and tasks.

Desired Skills/Certifications:

Successfully perform basic mathematical functions as required in a business and/or engineering setting.

 

  • Demonstrate and apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form.
  • Possess problem solving and analytical skills, and the capability to prioritize daily work schedule in keeping with productivity standards.
  • Ability to read, analyze, interpret and solve general and practical problems.
  • Deals with a variety of concrete variables in situations where limited standardization exists.
  • Possesses the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Also possesses the ability to produce reports clearly describing test results and suggested resolutions.

 

Computer Skills:

To perform this job successfully, an individual should have knowledge of Development software; Spreadsheet software and Word Processing software. Basic programming skills in VB (Visual Basic) are a plus.

 

 

Certificates, Licenses, Registrations:

Current drivers' license, proof of U.S. citizenship; the ability to obtain and retain a valid security clearance enabling access to various Government facilities.

 

Physical Requirement(s):  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is primarily in the standard office environment, and the noise level in the work environment is usually quiet.

 

Location: 

HQ AFRC

155 Richard Ray Blvd

Bldg 210

Robins AFB, GA 31098

 

 

Working at DMI

DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.


***************** No Agencies Please *****************


Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

 

 

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