Technical Support / Help Desk Job in Tucson, Arizona US
Description *** CURRENTLY 7 OPEN POSITIONS ****Works rotating shifts to support the SBInet 24/7/365 Call Center.
SBInet is a program initiated in 2006 for a new integrated system of personnel, infrastructure, technology, and rapid response to secure the northern and southern land borders of the United States.
Resolves technical problems and answers queries by telephone in support of SBInet computer hardware, software, network and telecommunications systems.
Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
Initiates dispatch requests to SBInet Field Service Technicians and/or Vendors/Supplyers for repair, remove, and replace activities as required.
Maintains and updates records and tracking in the Maximo system including time of problem observed, dispatch time, and unit returned to service time.
Alerts management to recurring problems and patterns of problems .
Provides reporting statistics from the call switch such as # of calls received, # calls abandoned, maximum wait time, etc. Provides data from Maximo to estimate Operational Availability and Mean Time to Repair.
The system includes sensor equipment such as radar, video camera, and computing/network equipment such as routers, switches, SAN, blade servers, and operating systems such as Linux (Red Hat) and Windows.
Work with NOC/SOC Operations and Site System Administrators for fault isolation and recovery actions.
Requirements WE CURRENTLY HAVE 7OPEN POSITIONS AVAILABLE.
Must have at least 5 years related experience.
Experience with customer support activies such as help desk or phone support, trouble ticketing tools such as Remedy or Maximo or equivalent, technical background with computers, operating systems, and network communication equipment.
Individuals must currently possess a minimum Secret security clearance and must be able to pass a background investigation by the security directorate of the Department of Homeland Security to be awarded full SBInet program suitability status.
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