SRA International, Inc., A CSRA Company Help Desk Technical Support IV (SRF2959) in Stennis Space Center, Mississippi

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

DHS EOD

Job Family:

Customer Support

Job Description:

CSRA, a Federal marketplace leader in next-generation IT solutions and professional services, is seeking highly qualified and motivated IT professionals like you who are eager to contribute to our critical Homeland Security missions. For the Department of Homeland Security (DHS), Office of Biometric Identity Management (OBIM, formerly US-VISIT), CSRA performs operations and maintenance (O&M) of the Automated Biometric Identification System’s (IDENT) production and non-production environments and associated business systems. In support of this effort, CSRA provides Task Order Management, Datacenter Operations, Disaster Recovery/Continuity of Operations, System Management and Monitoring, Service Request Management, Technology Analysis, and Non-production Support (to include Program Support Systems and Transition). CSRA is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation’s most critical homeland missions – the storage and processing of biometric and associated biographic information for national security, law enforcement, immigration and border management, intelligence, background investigations, and associated testing, training, management reporting, planning and analysis.CSRA is looking for a Help Desk Technical Support for (work performance hours; M-F 3:00pm - 11:30pm). The ideal candidate will have advanced troubleshooting skills, excellent communication skills, and availability to work any shift. Diagnoses, research, identify, isolates, and analyze problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Customer Service Communication Flexibility answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met; assists customers in resolving technical problems, and/or refers more complex technical problems through a defined escalation process; follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame; logs and tracks inquiries using a problem management database and maintains history records and related problem documentation; identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately; alerts management to recurring problems and patterns of problems

Must be able to obtain DHS\EOD Clearance

Strong research and problem solving skills

Ability to manage time; work on a team or independently Strong Remedy skills

Strong Customer relation and leadership skills

Knowledge of Active Call Directory Functions

Create detailed knowledge articles

ITIL Foundations (Desired)

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Some Telecommuting Allowed

Work Location:

USA MS Stennis Space Center - 9313 Cypress Loop Rd (MSC008)

Additional Work Locations:

USA VA Arlington - 3434 N Washington Blvd (VAS001)

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.