What are the responsibilities and job description for the Senior Help Desk Specialist position at Diverse Agile Solutions?
This is a posting for a potential contract award.
DAS is looking for a Senior Help Desk Specialist for an IT Systems Operations, Maintenance, and Support effort.
General Responsibilities of Senior Help Desk Specialist:
The TO Contractor personnel shall, in cooperation with other SHA end-user technicians, work with SHA staff and IT liaisons supporting the needs of the end-user and the Tier 1 service desk. This includes the following tasks:
- Assist the desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients, and tablets.
- Work with the assigned lead for all desktop related projects to assist in user testing. Identify and document all applications and software to be tested, work with end users in specifically identified offices to ensure testing is completed and results are documented and shared. Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications.
- Installation and troubleshooting of printers, plotters, and copiers.
- Assist in monitoring the SHA Desktop Maximo queue, triage and resolve service requests assigned to the queue. Document resolutions in the service request worklog.
- Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.
- Attend and participate in desktop support staff meetings, or other meetings within SHA as a representative of the desktop team, as required.
- Ensure SHA OIT’s SOP, policies and procedures are followed
Preferred Experience for the Senior Help Desk Specialist:
The Senior Help Desk Specialist will have at least two (2) years of experience in the following technical areas:
- Senior level experience in Microsoft Office 365, Microsoft Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN software and imaging software.
- Senior level experience using service desk software (opening, documenting, closing, follow up on service calls).
- Senior level experience troubleshooting, repairing, installing, upgrading, and reconfiguring each of the following items: PCs, laptops, tablets, thin clients, stand-alone printers and networked printers, stand-alone and networked scanners, and copiers.
- Email/ Scheduling: Microsoft Outlook 2013, 2016.
- Active Directory includes troubleshooting PC and Microsoft hardware or software.
- Installing and configuring desktop operating systems: Windows 7, Windows 10 & Office 365.
- Installing and configuring server operating systems: Windows 2012.
- Installing and configuring Microsoft Active Directory services.
- Installing and configuring Remote control tools.
- Installing and configuring System Center Configuration Manager (SCCM)
