Senior IT Help Desk Technician

Details: Resolve issues for business applications while maintaining the Help Desk infrastructure and operational needs. ettain group has an immediate opening for a Senior IT Help Desk Technician for a contract-to-hire position in Vienna, VA (Metro Accessible). You will be supporting a federal government client as a part of the Application Support Desk team that is responsible for Tier 1 through Tier 3 support. ACTIVE SECRET CLEARANCE REQUIRED.  Responsibilities • Provide support for a variety of proprietary government applications • Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions • Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests • Handle advanced questions and troubleshooting • Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues • Ensure on-going maintenance and development of positive customer relationships with team members and end-users • Performs closed-loop communication with end users to resolution • Ensure all time reporting and other required reports are accurate and submitted on time • Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction) • Experience with meeting designated service levels (SLAs) in a call center or related environment • Develop and create documentation on training materials, FAQs and Knowledge Base Articles • Mentor and train junior and mid-level team members  Requirements  • 5+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial PC operating systems, COTS, and/or applications software in person and over the phone • Experience using a Help Desk ticketing system such as Remedy or HEAT • Experience researching problems, analyzing trends, and distributing findings • Strong customer service, verbal and written communication skills, and troubleshooting skills required • Ability to quickly learn complex business applications and apply this knowledge to assist end users • Bachelor’s degree or certification in IT related field; work experience may be a substitute • US Citizenship necessary with ability to pass a background check • Bilingual in Spanish a plus • ACTIVE SECRET CLEARANCE REQUIRED

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NOC Technician - MUST HAVE HEAVY WIRELESS EXP - 5ESS

Details: C2C and 1099 will not be consideredQualified candidates will be contacted!!!Must be able to interview face to face.MUST HAVE CDMA, AND LUCENT 5ESS EXPERIENCE!!!!Job Title: NOC TechnicianLocation: Plano, TXDuration: 3-6 month contract to hirePay Rate: 18-25/hr - W2 - DOEJob Description:Responsible for remote monitoring and maintaining the integrity of the client’s network and its vital elements. Perform schedules maintenance that could include software updates and off hours testing. Issue outage reports, trouble tickets, and dispatch market personnel as required. Work with various internal and external agencies to provide the necessary support and assistance. Being an active participant in a “Team Work" environment. Participate in all functions in making the Network Operations Center an integral part of company success. Essential Functions:Monitor all factions around the client’s network which includes: Lucent 5ESS Lucent ECP Lucent AP Base Stations Voice Mail systems Understanding of various Data network elements such as Cisco, Juniper routers Knowledge of various Transport network equipment such as Tellabs 5500 Understanding of HLR, SMSC, MMSC, MIM, and MDG Create and update outage notifications for network issues Track daily and shift activities Assist Corporate Security, Call Center and Emergency personnel as needed Participate in the training of new NOC personnel Perform corrective actions such as: Ability to restore various types of network equipment and services Assist NOC and market technicians in trouble shooting software and hardware issues Assist field technicians in maintenance of cell site equipment Remote testing of network facilities Analyze ROP data Utilized Remote T-1 Testing System Open, Update, and Close Trouble Tickets on a timely basis Utilize surveillance and monitoring systems Follow documented policies, procedures, and directives Dispatch market personnel as required Provide the necessary data for reports that are created or updated

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Help Desk / Desktop Support technician

Details: Panther Expedited Services, Inc. is the largest independent provider of premium transportation services including ground, air, ocean, and logistics.  Headquartered in Seville, Ohio, Panther has offices throughout the United States, including Atlanta, Chicago, Denver, Los Angeles, and Sacramento. As we have expanded our expertise and service offerings, Panther has grown to include all types of ground, air, and ocean freight service. For more information, visit www.pantherexpedite.com. Panther is currently Seeking a Desktop Technician to support our users.  The position will be located at our corporate headquarters in Seville, OH.  This individual will be responsible for both desktop, and helpdesk support.  Monitor and maintain corporate servers. Helpdesk support as required Provide technical advice and support to system users Installs hardware and peripheral components such as monitors, keyboards, printers, and laptop/ desktop on users’ premises Provides updates, status and completion information to manager and/or users, via voicemail, e-mail or in-person communication Escalates major hardware/software problems to senior IT staff Assists in research and procurement of computer accessories and supplies Performs other duties as required Document resolution in ticket tracking software Strong organizational, presentation, and customer service skills

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