Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Education:
AS/AA degree in Computer Science, Information Sciences, or related IT discipline.
Minimum Experience Required:
Three (3) years of experience supporting Service Desk and/or End User support operations
One (1) year of experience with BMC Remedy
IAT Level II baseline certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program
Security Clearance: Secret clearance
THIRD PARTY AGENCIES, SUBCONTRACTORS, AND RECRUITERS NEED NOT APPLY. Applicants received from firms will not be considered. Subcontracting is not available for this position.
Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.
