Help Desk Specialist

Help Desk Specialist II

U.S. Fish & Wildlife Service – Supporting the FWS Office of Law Enforcement Branch

Worksite : Ashland, OR

Salary : 60K

Mindbank Consulting Group has an immediate need for a Help Desk Specialist II.

Help Desk Specialist II Responsibilities :

• Provide Tier 1 and 2 helpdesk support; maintain and resolve issues with desktop / laptop computers, client software, peripherals, printers, local network, etc.
• Provide on-site customer support and training.
• Assist customers with and resolve routine application questions over the telephone.
• Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff.
• Respond to all requests for assistance and determine the appropriate actions to resolve problems within agreed upon time frames in a timely and courteous manner.
• Log and report each service request and problem report. Familiarity with the use of trouble ticketing system (Footprints, Remedy, etc.).
• Close out trouble calls within time frames (specified in the performance requirements summary).
• Run basic SQL Server-based data reports requested by the Government (internal and external FOIA).
• Assist customers with all versions of Microsoft Office Suite.
• Provide customer desktop support using remote tools (Microsoft Remote Desktop, Bomgar).
• Track and log annual user compliance.
• Test software upgrades provided by the Government, provide user upgrade plan, schedule upgrades with users and conduct upgrades.
• Notify government of any unresolved user problems, outstanding trouble calls or other areas of concern.
• Assist customers with software installation.
• Use Microsoft tools to resolve Active Directory account issues (creation, password reset, group administration).
• Prepare new systems using existing imaging procedures and processes.