Help Desk Engineer Job in Herndon, Virginia US
Help Desk Engineer
Special Missions and Technologies (SMT) provides innovative solutions that address current complex problems for U.S. intelligence and operational commands. Advanced technologies, integrated systems, and tradecraft are developed and employed for a broad spectrum of special missions as well as support capabilities for globally deployed operations. Description: Responsible for receiving customer and staff problem reports and responding to inquiries regarding outages. Develops 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 to make changes. Test programs and 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 of 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. 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. Required Skills Clearance required: Active Top Secret / SCI w Polygraph. 3 - 4+ years experience engineering complex / enterprise software or network systems 1 - 2+ years developing, testing, installing, documenting and maintaining systems. Demonstrated ability to communicate effectively with a wide variety of audiences, including end users, senior managers and technical personnel. Demonstrated knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Ability to coordinate with system developers to communicate customer problems and reported system errors to resolve system defects Desired Skills: Good written and verbal skills as used in presentation, reports, phone conversation and Email communication with for customers and staff. Experience tracking and reporting errors in an ITIL environment. 1+ years experience executing functional, integration, and regression testing Experience in organizational messaging concepts and implementation. Demonstrated proficiency in oral and written communication for presentations at all levels Excellent public speaking skills (demonstrating professionalism and polish) and an ability to keep the audience engaged and maintain a positive and interactive experience Experience producing technical documentation (e.g. implementation documentation, test plans and procedures, training materials) Education and Experience: BS/BA degree required in Engineering, Science, Mathematics or related field. Must have 3 - 4+ years relevant experience. Experience may substitute Education. Raytheon is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor. Innovative technologies. Superior solutions. Outstanding opportunities. Raytheon Company (NYSE: RTN), with 2010 sales of $25 billion, is a technology and innovation leader specializing in defense, homeland security and other government markets throughout the world. With a history of innovation spanning 89 years, Raytheon provides state-of-the-art electronics, mission systems integration and other capabilities in the areas of sensing; effects; and command, control, communications and intelligence systems, as well as a broad range of mission support services. With headquarters in Waltham, Mass., Raytheon employs 72,000 people worldwide. At Raytheon Intelligence and Information Systems (IIS), we transform data into knowledge. IIS is a leading provider of intelligence and information solutions, specializing in ground processing, unmanned ground systems, cybersecurity operations, homeland security and other markets to resolve the most complex problems for our customers worldwide. IIS employs more then 8,300 people worldwide with major hubs in the Mid Atlantic Region, Aurora, CO, and national Headquarters in Garland, TX, IIS generated $2.8 billion in 2010 revenues. Bring your talent and skills to the following IIS team! Raytheon is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.