Tier I Specialist
The Tier I Specialist is responsible for monitoring, troubleshooting, escalating and effectively communicating all issues for equipment, applications and databases.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.
Handles inbound telephone customer requests.
Gathers supporting information, reviews, evaluates and assesses situation.
Obtains sufficient information to determine the possible cause of the issue.
Works independently to determine the best and most efficient solution to resolve the customers operational issues, including procedural changes as necessary.
Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.
Possesses working knowledge of and experience with PC hardware, HP Open View, Remedy Action Request System, NT User Manager for Domains, MS Active Directory, Exchange 2003 and subsequent versions of messaging services, MS 2003 and 2008 Server Administrator and subsequent server versions, network infrastructure, XP, MS Office 2007 and subsequent versions of desktop office suites, desktop and network operating systems and the Air Force Standard Desktop Configuration (SDC) including MS Outlook.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisors instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions as the best of own ability.
Associate's degree (A. A.) or equivalent from two-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience. A+ Certification is required.
Candidates will have or must be able to obtain a Secret level clearance for this position.
CERTIFICATES, LICENSES, REGISTRATION