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Technical Support III

 Position Code:
EA-305071Compensation:
 $47,000 - $57,000
  No. of Positions: 1 Required Degree:
None
 Work Location: US-MD-Rockville Years of Experience:
 6
 Date Posted:
 4/26/2012 Category: Computer Information/Systems Development

Responsibilities:
  • Manage, respond, assign, delegate and track user's daily and hourly requests and emails to the EA mailbox including Change Requests and Trouble Tickets
  • Communicate information to various stakeholder groups such as members of the FAA Enterprise Architecture Board, Technical Control Board (TCB), FAA Information Data Advisory Board (IDAB) and Service Registry Working Group (SRWG)
  • Minimize excessive storage utilization in the EA Mailbox by utilizing KSN for sharing information
  • Inform ARD staff in a timely manner on the upcoming issues and requests
  • Maintain a help desk to provide end-user support for all national, local and specialized ARD managed system applications
  • Support in areas of telephone assistance, problem tracking, initial triage and problem resolution, call escalation and limited training
  • Troubleshoot and technically support the end user of the applications
Required:
  • FAA's Knowledge Services Network (KSN)
  • MS SharePoint
  • Experience maintaining a help desk
  • Experience troubleshooting applications & tracking trouble tickets
 
Desired:
  • EA Experience
  • FAA Experience
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