Helpdesk Support

Responsibilities

Under general supervision, responsible for providing second level telephone support to end-user community on hardware, software and network related problems, questions and/or issues. Troubleshoots determine problems for operating systems, applications and remote access, email and telephone and wireless issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician will provide desk side support to customer. Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience and knowledge of installation, configuration and troubleshooting of computers. Must have basic knowledge of help desk call tracking management systems. Requires strong communication and excellent customer service skills and able to effectively interface with high ranking and senior officials.

Knowledge, Skills and Abilities


DoDI 8570.01m Certification required (Security ) - REQUIRED
Intermediate Active Directory knowledge, troubleshooting, familiar with Permission Groups, and OU’s
Experience with IBM-compatible personal computers, terminal, peripheral equipment and associated software repair, installation, configuration and system operation
Experience with Service Now/ Remedy or equivalent ticketing processing software
Experience with Dameware, or equivalent remote access software
MS Windows 10/11 Operating System
Strong Microsoft Office / Outlook
Microsoft MCP/MTA IT Certification a plus
Network /A Certification a plus
Provide support at a Tier I and Tier II level

Education Requirements
Associate's degree in an Information Technology field or 2-3 experience in Service Desk Operations

Security Requirements
Must have current Top Secret Clearance and meet the requirements of DCID 6/4. Eligible for Top Secret SCI

Physical Demands
Lift over 35 LBS

Work Environment
Work environment is IT environment; Business Casual Dress Required.
Business Hours