Computer Aid, Inc.

Desktop / Deskside Support Administrator

Location US-PA-Mechanicsburg
Employment Type

Position Description/Responsibilities (CCC/Vendor)

Primary - 3.2 HELP DESK

System users are able to report issues and request modifications to these applications electronically via email or via phone. The

contractor shall:

3.2.1 Staff and maintain a help desk to provide support to system end users to resolve issues

3.2.2 Provide help desk support via email and phone during core businesses hours, Monday through Friday, eight (8) hours

a day (holidays excluded)

3.2.3 Log reported issues into Trac, an issue tracking system for software applications

3.2.4 Provide assistance and guidance to system users reporting problems

3.2.5 Issue ticket tracking numbers to users reporting system problems if the problem is not immediately resolved

3.2.6 Notify the reporting user once an issue had been resolved and close the ticket in Trac

3.2.7 Maintain all reported issues in Trac for historical purposes

3.2.8 Review all items recorded in Trac twice monthly with management via conference call (CDRL A013-System

Problem Report)



3.5.1 The contractor shall support meetings via phone, Video Teleconference (VTC), or in person as deemed necessary.



3.9.1 Provide Server Support in maintaining the servers in the client internet, Next Generation Enterprise Network (NGEN), or other hosting environment and troubleshoot data transmittal problems to and from the servers.

Position Requirements/Technical Skills (CCC/Vendor)

Four (4) years of experience associated with the use and maintenance of computers and web application software including Structured Query Language (SQL) and MySQL databases.


Associates degree from a recognized college or technical school



Security + (CE)
SSCP along with Associate Degree from a
College or Technical School

CNSSI/NTSSI 4115/4016
Military Training NEC 2791 or 2710 or 2765 or 2766 or 9225 or 9229 or 9298 or 3371, CYBR1005, NETW4001

Company Overview (CCC Only)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries.  Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. 
CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.
Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.
CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

For more information on our professionals, services, and industries we support, please see our website

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