2 jobs found in Washington, DC

Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays). Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Performs hardware and software installations and upgrades to operating systems and layered software packages. Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users. Walk customers through problem-solving and follow up with customers to ensure issues are resolved. Assists with the collection and evaluation of incident reporting practices and operations. Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library). Knowledge of network connectivity troubleshooting,...

Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays). Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority. Performs user account management per the Account Management Plan. Performs advanced software installations and upgrades to operating systems and layered software packages. Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone. Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and...