Network Operations Support Specialist
4 days ago
The Network Operations Support Specialist plays a vital role in ensuring the smooth operation of our computer systems and networks.
Key Responsibilities:
- Install, configure, and maintain personal computers, Windows networks, network cabling, and other related equipment, devices, and systems.
- Screen and diagnose internal inquiries and work requests as they relate to maintenance of government-issued laptops, desktops, mobile devices, and peripherals.
- Analytically troubleshoot and resolve end-user hardware and software issues via telephone/chat and/or utilizing remote tools.
- Administer Active Directory and LDAP groups.
- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows environment, offering level 1 to 1.5 solutions over the phone.
- Investigate user problems and identify their source.
- Research, resolve, respond to, and document end-user inquiries.
- Ensure ticket quality (i.e., correct CI, Product, assignee, and owner).
- Ability to distinguish between Incidents and Service Requests (Tasks) and complete requests within SLA.
- Perform follow-up on customer inquiry with appropriate support teams involved in resolution to ensure incidents are addressed appropriately and provide customer with status update.
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