M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation's most recognizable mission-critical facilities, secure environments, complex infrastructure, and global enterprises.
Our success relies on great people delivering innovative projects and solutions for Fortune 100 companies and the most recognized agencies in government, defense, and security.
Join our more than 4,500 employees worldwide who engineer and deploy automated, secure, and resilient power and technology systems; and deliver the management platforms essential for long-term system sustainability. Together we are creating the integrated systems and technologies that shape the built and cyber-physical world.
We offer an excellent benefits package including:
- A competitive salary
- Medical, dental, vision, life, and disability insurance
- Paid-time off
- Tuition reimbursement
- 401k Retirement Plan
- Military Reserve pay offset
- Paid maternity leave
Position Summary
The Help Desk System Specalist is responsbile for the following duties:
- Daily interaction with customer to resolve system related issues.
- Provide desktop support to system users and system troubleshooting for customers, technicians and overall system health.
- Consult with technicians and system users and develop and analyze information for proper programming of system application.
- Advise the technicians and assist them as the "eyes" of the system
- Gather and analyze information through discussions with customers and technicians for use in programming to program system field devices in accordance with the system standard. Implementation of testing procedures, and final testing of systems, and resolution of deficiencies.
- Have knowledge of and implement actions directly affecting overall system application health and performance.
- Documentation of testing procedures and results. Analysis of testing documentation and issues with the technicians for specific areas and specific procedures. Document test results with the technician and system event logs.
- Define and create system level access management in cooperation with the customer and existing standard access levels for each location
- Generate system reports and analysis of data to provide detailed diagnosis and solutions to customers regarding information reported
- Daily analysis of system applications interpreting system health and defining proactive and strategic approach to system maintenance
- Develop and provide documentation and technical training for system users and customers. Provide training for LENEL system as well as other systems that interface with LENEL.
- Obtain necessary information for analysis of trouble tickets issues; Document issues; design, develop, document and analyze solutions or modifications for software, hardware or other system components; dispatch technicians and ensure ticket resolution.
- Maintain and safeguard user permission groups and create user accounts
Position / Candidate Requirements
- TS/SCI clearance with polygraph
- Minimum of 2 years' experience in a support role with experience performing help desk support functions with a combination of phone and desktop support with a Bachelor's degree or 6-8 years of experience with a High School Diploma/GED.
- Must be able to obtain vendor Professional Certification
- MS Office experience
Desired / Advantageous Qualifications
- Experience administering LENEL systems
- Experience in badge office operations
Abilities
- Exposure to computer screens for an extended period of time
- Sitting for extended periods of time.
- Reach by extending hands or arms in any direction.
- Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
- Listen to and understand information and ideas presented through spoken words and sentences.
- Communicate information and ideas in speaking so others will understand.
- Read and understand information and ideas presented in writing.
- Apply general rules to specific problems to produce answers that make sense.
- Identify and understand the speech of another person
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