Job Title	Location
Help Desk Floater

 

Scope	The Floater’s primary responsibilities include providing support to several different sections, depending on the need. The Floater may be called upon to provide support in any of the following sections: Systems Admin, Network Admin, Help Desk, VTC, Enclaves (System Admin, Network Admin or Desktop Support) and possibly the Strategic Operation Center (SOC). As such, the Floater must be knowledgeable in each of these areas, but primarily Systems Administration and Network Administration.
Responsibilities	Direct operational responsibility to: • Troubleshoot several different types of connectivity setup, email, and various Internet related issues to determine the source of the problem and resolve it • Perform troubleshooting over the telephone or in person • Perform first line diagnostics on customer work stations and phones and elevate the problem to other departments, if appropriate • Log, track and close tickets and calls with the Alerts and/or Remedy Systems • Interview users to collect information about problem and lead users through diagnostic procedures to determine the source of problems • Create / delete client accounts and add computers to the MS domain • Maintain the stability of all W2K3 active directory servers, W2K3 exchange servers, application servers, core systems support, Systems Disaster recovery plans, Backups on all System Admin hardware • Keep all servers up to date with latest security and driver patches • Troubleshoot systems that are not operational, determine source of problem and resolve • Work with systems technical staff and private vendors to resolve technical problems • Upgrade software and hardware on servers • Coordinate with systems technical staff throughout the company to ensure proper evaluation of problems and development of suitable resolutions • Coordinate system maintenance plans • Ensure backup and disaster recovery plans are implemented • Assist in the installation, maintenance and the repair of standardized network configurations for layer 2 and 3 switching and routing devices • Assist in the installation, maintenance and the repair of layer 2 LAN, VLAN routing, physical layer and fiber optic architectures. • Assist in the installation, maintenance and the repair of the following: LAN routing to include basic knowledge of OSPF and EIGRP routing protocols. • Perform basic troubleshooting, installation and maintenance of Cisco content engine devices, Cisco PIX firewalls, Cisco Network Management Tools, Solar Winds, and Cisco-based VPN and network encryption design and implementation. • Other duties as assigned
Required Qualifications	• Active Secret clearance • Four-year technical degree or equivalent experience • MCSA 2000/2003 and/or CCNA Certified • Advanced knowledge of Windows, W2K3, Exchange 2K3, XP • Advanced knowledge of Cisco Technologies • Advanced knowledge of systems security • Intermediate knowledge of Visual Basic and shell scripting • Advanced technical troubleshooting experience • Must meet overseas medical deployment qualifications
Desired Qualifications	• MCSE 2000/2003 and/or CCNP Certification • Demonstrated self-starter and demonstrated ability to independently resolve problems • Ability to perform effectively in a fast paced environment with short timelines • Ability to maintain a professional and courteous manner in difficult situations • Ability to maintain high quality work to manage multiple critical projects • Ability to perform and participate in a team oriented environment • Ability to communicate effectively with a diverse group of users • Excellent customer service skills and demeanor

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