Help Desk Specialist, Staff- Arlington, VA

Posted on August 3, 2011. Filed under: HelpDesk Technician, Job location Virginia, Production Support | Tags: , , , , |

Position Title Help Desk Specialist, Staff
Job Category Information Technology
Business Line Government Services
Office Region USA – Mid Atlantic
Office Location US – Arlington, VA
Why Choose AECOM? AECOM is a global provider of professional technical and management support services to a broad range of markets, including transportation, facilities, environmental, energy, water and government. With approximately 45,000 employees around the world, AECOM is a leader in all of the key markets that it serves. AECOM provides a blend of global reach, local knowledge, innovation, and technical excellence in delivering solutions that create, enhance and sustain the world’s built, natural, and social environments. A Fortune 500 company, AECOM serves clients in more than 100 countries and had revenue of $7.0 billion during the 12 months ended Dec. 31, 2010. More information on AECOM and its services can be found at
About the Business Line Government We have the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. AECOM Government Services supports the U.S. federal government with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.
Job Description Position Title: ERP Help Desk Technician

Reports to: Help Desk Supervisor

Location: Reagan National Airport

Position Overview:

Troubleshoot ERP issues and requests at Tier 1, but know what should escalate to the other Tiers within the IT Dept. Assist with Non-ERP calls when time permits.

Key Areas of Responsibility:

Helpdesk requests for assistance arrive in one of the following ways: walk-in, telephone, email or fax. The technician will answer each call and create an incident or service request ticket in the Service-Now Service Desk system. The technician will determine the type of issue and give the user as much immediate assistance as possible. Tickets that are not able to be resolved by the Tier 1 technician are to be immediately assigned to the Post-Go-Live assigned support technician for the specific issue area. The Tier-1 Helpdesk technician will monitor all tickets to ensure that they are being expeditiously moved along and resolved in a timely manor.

Unlock and reset passwords for domain accounts and other applications as requested, which are used by MWAA.

Follow all documented current policies, procedures, guidelines set by MWAA and IT Dept.

Provid weekly and monthly reports to IT Dept and other requested Management.

Perform other duties which are requested necessary to achieve the goals of the MWAA IT Helpdesk.

Consults with:

Workstation Support Team

Database Team
Server Admin Team
Application Support Team
Quality Assurance Team

Top required skills:

•2 years of progressive computer experience or computer classes are necessary; 1 (one) year or more experience on a Help Desk servicing a customized ERP system Oracle EBS 11.5.10 or higher preferred.
• Help Desk experience with quality being very important on call interaction.
• Excellent troubleshooting and communication skills.
• Must know all versions of Microsoft Windows Operating Systems, and MS Office.
• Very strong interpersonal and communications skills.
• Multitasking ability – Will have to learn many things at once.
• Must have strong problem solving, creative thinking, and organizational skills.
• Must have a sense of urgency and work well under pressure.
• Must be a team player.

• Strong sense of customer service.
• Call Center experience, HDI Analyst certification and A+ certification = a plus
What We Offer AECOM employees around the world enjoy a wide range of benefits and competitive compensation package. AECOM is much more than just a place to work. It’s a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It’s a place where you can apply your skills to some of the world’s most challenging, interesting, and meaningful projects world wide. It’s a place that values the diversity of our areas of practice and our people. It’s what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.
Requisition/Vacancy No. 63078BR


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