Systems Engineer - Help Desk/Support (TS/SCI FS POLY Clearance)Title: Systems Engineer - Help Desk/Support (TS/SCI FS POLY Clearance)
Location: United States-Virginia - Mc Lean
Hewlett Packard has an immediate need in our US Public Sector Consulting Organization for a Help Desk/Support Systems Engineer in Virginia - Mc Lean .
Job Description:
Other Government and Industry IT Titles
Computer Support Specialist, Help Desk Specialist, Support Specialist, Computer Technician, Desktop Support Technician, EDP Auditor (Electronic Data Processing Auditor), Help Desk Analyst, Help Desk Specialist, IT Specialist (Information Technology Specialist), Office Systems Coordinator, Deskside Support Technician, Help Desk Manager, Field Support Specialist, Service Desk Analyst, Systems Management Specialist, Systems Management Administrator, Support Engineer
Occupational Description
Responsible for recording incidents and providing support to the users. Provides a total customer support service as a single point of contact for all issues relating to IT and IS services for a particular customer. Provides technical assistance to computer system users, including the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems. Maintains a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them. Answers questions or resolve computer problems for clients in person, via telephone or from remote location. Provides assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
Tasks
. Develop standards and guidelines to guide the use and acquisition of software and to protect vulnerable information.
. Modify existing databases and database management systems or direct programmers and analysts to make changes.
. Test programs or databases, correct errors and make necessary modifications.
. Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.
. Approve, schedule, plan, and supervise the installation and testing of new products and improvements to computer systems such as the installation of new databases.
. Train users and answer questions.
. Establish and calculate optimum values for database parameters, using manuals and calculator. Specify users and user access levels for each segment of database.
. Develop data model describing data elements and how they are used, following procedures and using pen, template or computer software.
. Develop methods for integrating different products so they work properly together such as customizing commercial databases to fit specific needs.
. Review project requests describing database user needs to estimate time and cost required to accomplish project.
. Review procedures in database management system manuals for making changes to database.
. Work as part of a project team to coordinate database development and determine project scope and limitations.
. Select and enter codes to monitor database performance and to create production database.
. Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management.
. Identify and evaluate industry trends in database systems to serve as a source of information and advice for upper management.
. Write and code logical and physical database descriptions and specify identifiers of database to management system or direct others in coding descriptions.
. Review workflow charts developed by programmer analyst to understand tasks computer will perform, such as updating records.
. Revise company definition of data as defined in data dictionary.
. Answer users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.
. Enter commands and observe system functioning to verify correct operations and detect errors.
. Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
. Oversee the daily performance of computer systems.
. Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
. Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
. Update and communicate with users about problem progress.
. Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
. Monitor events and perform corrective actions according to documentation.
. Escalate incident reports to required groups and monitor as defined in SLA.
. Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes at the field location.
. Coordinate site engineering plans, site surveys, and site installation Technical Design Packages.
. Participate in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location.
Tools used in this occupation
. Floppy disks - MS-DOS-bootable disks
. Hard disk arrays - Redundant array of independent disks RAID systems
. Power meters
. Reflectometers
. Tape arrays - Digital tapes
Technology used in this occupation
. Backup or archival software - Backup and archival software; Disaster recovery software; Microsoft Volume Shadow Copy Service; Symantec LiveState
. Configuration management software - Automated installation software; Deployment software; Patch management software
. Desktop communications software - CrossTec NetOp Remote Control; Remote control software; Stac Software ReachOut; Symantec pcAnywhere
. Internet directory services software - Active directory software; Domain name system DNS software; Network directory services software
. Operating system software - Event log monitor software; Microsoft Windows Pre-installation Environment; Operating system monitoring software; Personal computer diagnostic software
The goal of HP's Enterprise Services US Public Sector Consulting is to establish HP as the world's leading information technology company; to be the best at helping customers manage and transform their IT environments to optimize business outcomes; and to be the provider of choice for IT infrastructure solutions that support the mission of our clients in the Federal marketplace. Enterprise Services US Public Sector Consulting specializes in systems integration, IT strategy, and infrastructure disciplines for a wide variety of US Government and State and Local accounts.
Qualifications:
Security Clearance: TS/SCI FS POLY Clearance
Location: Virginia - Mc Lean
Education and Experience Required:
Bachelor's Degree ( 16 years)
Knowledge and Skills Required:
Knowledge, Skills and Abilities
Knowledge
. Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
. Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
. English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
. Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
. Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
. Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
. Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
Skills
. Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
. Speaking - Talking to others to convey information effectively.
. Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
. Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
. Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
. Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
. Coordination - Adjusting actions in relation to others' actions.
. Instructing - Teaching others how to do something.
. Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
. Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Abilities
. Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
. Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
. Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
. Written Comprehension - The ability to read and understand information and ideas presented in writing.
. Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
. Near Vision - The ability to see details at close range (within a few feet of the observer).
. Speech Clarity - The ability to speak clearly so others can understand you.
. Written Expression - The ability to communicate information and ideas in writing so others will understand.
Work Activities
. Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
. Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
. Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
. Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
. Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
. Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
. Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
. Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
. Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
. Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
Job: Services
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