SRA International, Inc., A CSRA Company Helpdesk Call Center Engineer - Mid in Washington, District Of Columbia

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Agency Specific

Job Family:

Customer Support

Job Description:


The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. CSRA is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation.

The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC’s IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC. Currently, we are seeking an Call Center - Mid in Washington, D.C. The work schedule will be 6am – 3pm Monday through Friday. The selected candidate must be able to obtain a Public Trust Suitability clearance, per contract requirements.


Task and responsibilities in this role include, but are not limited to the following:

Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.

Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.

Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.

Researches customer concerns and find appropriate resolutions.

Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.

Providing end-user software and hardware troubleshooting and support over the phone.

Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.

Applying a thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 7 operating system and Windows 10 and MACs to resolve customer workstation issues.

Applying basic troubleshooting skills to identify and resolve network printing issues and protocols issues related to network printing in windows 7 & 10 print server environment to include multi-function printers using WebJet admin

Troubleshooting Apple MAC computers.

Supporting Microsoft software packages to include Microsoft Office 2010, and other commonly used desktop related applications.


Since 1934 the SEC has been restoring and ensuring investor confidence in our capital markets by providing investors and the markets with more reliable information and clear rules of honest dealing. Are you ready to do your part and support all Americans in this mission?

To qualify, you must meet these basic qualifications:

Three+ (3) years of work experience in a federal government environment providing help desk hardware and software support.

Bachelor of Computer Science, Information Systems or related field preferred. Five+ (5) years of equivalent work experience in-lieu of education will be considered.

Team player with good communication, organizational, and strong interpersonal skills.

Able to prioritize and drive to results with a high emphasis on quality

Experience using IT Service Management software (ServiceNow, Remedy)

Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email

It would be nice if you also have one of the following certifications:

Microsoft Certified Help Desk Support Technician

Microsoft Certified Professional

Apple Certified Mac Technician

CompTIA A+




As the largest pure-play IT services provider serving the U.S. government sector, CSRA is where you can come to be successful. Join a collaborative team, solving customer issues and accessing an array of resources for your success. Take advantage of tremendous opportunities as you help us chart our path to industry leadership, and tap into our collective 90+ year heritage. With combined FY15 revenues of approximately $5.5 billion and nearly 19,000 employees, CSRA represents the coming together – figuratively and literally – of two outstanding companies: the North American Public Sector business of CSC and SRA. Join us and watch your career take flight.

Is this role not perfect for you, but you’re still interested in learning more about what CSRA has to offer? We have other opportunities available as well! Visit this link to join our Talent Community today:

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA DC Washington - 100 F St NE (DCC087)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.