Demonstrated experience with end user application support

Demonstrated excellent organizational skills 
 

• Experience with DoD computer systems and tools
• Demonstrated skill in preparation of procedural documentation
• Demonstrated experience with remote support operations
• Software distribution experience• Providing direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.
• Improving the MS-Office applications support capabilities by coaching and developing members of the remote desktop support team and by participating in the development and training of the level 1 analysts for first contact resolutions.
• Establishing and enforcing policies and procedures in order to meet service level agreements for problem resolution.
• Reporting metrics and statistics on team performance.
• Responsible for learning and applying new technologies as necessary.