Help Desk Specialist

Client Site:
Boston, MA

Full Time

Ability to obtain & maintain a Public Trust*

* US Citizenship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time.

Who We Are:

Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.

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#PoweringPossible

Who You Are:

You are a talented Help DeskSpecialistwith at least 1 year of experienceand a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You’re looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.

Military Veterans and individuals with disabilitiesare encouraged to apply!

About This Role:

Favor TechConsulting, LLC (FTC)a wholly-owned subsidiary of Tria Federal (Tria) is seeking a talented Help Desk Specialist.FTC supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT Support services. This position will be part of a team responsible for providing technical support in-person or remotely, by telephone, email, or remote access to a population of 3,000 clients.

Responsibilities:

• Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components
• Follows established procedures to image and configure Windows workstations
• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems
• Provides in-person, by telephone, or remote technical support to users connected to the network or through VPN
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications
• Maintains records of contacts and system problem/resolution logs for trends analysis
• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Performs preventive maintenance
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures

The “Need-to-Have” Skills & Qualifications:

• Attention to detail
• Ability to document in the help desk application and other tools
• Excellent Customer Service

Professional Certifications:

Education:

Clearance:

Ability to obtain & maintain a Public Trust Clearance

Years of Professional Experience:

• One (1) year of experience:
  • Providing technical support on an enterprise environment with over 100 users
  • Supporting Microsoft Windows client operative system
  • Diagnosing and resolving PC and printer problems

Required Technical / Business Toolset Experience:

• Microsoft Active Directory management tools
• Microsoft Suite
• Dell Hardware

The “Nice-to-Have” Skills & Qualifications:

• Prior Federal agency experience is a plus
• Prior Service Desk experience

Physical Requirements

• Ability to spend extended duration standing and walking and have the ability to lift 30 lbs.

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Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

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Job Listing ID:job_20240522211230_9MCPAIM0RJKOS7XI