Service Support Specialist

Location: Full time on site in Dahlgren, VA

Accelera Solutions is seeking Operations Center Personnel to provide user support and host site monitoring services to a large user community and hosting site. This position is located in Dahlgren, Virginia.

Responsibilities:

• Responsible for work that involves planning and delivery of operations support services, including installation, configuration, troubleshooting and customer assistance and training in response to customer requirements

• Identify, assess, and orchestrate the resolution of IT problems in response to customer reported incidents/requests and standard surveillance tasks

• Coordinate resources from multiple organizations for problem resolution

• Manage accounts, user rights, and access to application systems and hosted tools

• Provide customer training

• Maintain problem tracking and resolution databases

• Create documentation for end-users and technical processes

• Ability to work well in a team setting and collaborate with co-workers for resolutions to user issues

• Provide feedback to application users regarding system status, events, and issues

• Provide effective/concise communication with customers via phone and email to diagnose/resolve technical connectivity, hardware, software, and procedural issues for both unclassified and classified programs/applications.

Qualifications

Essential Skills and Experience:

• Must be a U.S. Citizen and be able to obtain and maintain an Active Secret Security Clearance

• High School diploma, or equivalent

• Security+ CE, A+, CCNA, or Network+ Certification

• Two (2) years of experience in working OPS center support role providing customer service and applying customer support principles and methods

• Two (2) years of experience with using computers and Microsoft Office programs, to include SharePoint, Word, Excel, and PowerPoint. Two (2) year college experience in technical degree program may be substituted

• Two (2) years of experience in using principles, methods, and techniques used in computer troubleshooting and support

• Skilled in applying various user training methods in response to customer requirements

• Ability to participate in the planning and delivery of a full range of customer support services to the user community

• Ability to report, respond to, and resolve customer requests in a manner that demonstrates tact, patience, and resilience

Preferred Skills and Experience:

• Have an Active Secret Security Clearance

• Administrator-level Windows operating system knowledge to support troubleshooting browser settings that impact application use

Accelera Solutions is an Equal Opportunity Employer/Veterans/Disabled.