Job Description
Job Description
- This is a 9 Month Contract
The Government client is an international broadcasting agency whose mission is to inform, engage, and connect people around the world in support of freedom and democracy. These broadcasts consist of news related information transmitted in numerous languages and formats including radio, television, and internet. Employees and contractors in the Washington DC headquarters building rely on computer support services provided 24 / 7 by the Computer Systems Support Division (IT Help Desk) for all computer related support including hardware issues, email, word processing, internet access, data base applications, digital audio and video editing, computer relocations and installations, and numerous software applications.
Major Duties :
Answers phones at the IT Help Desk while providing front line phone support for the Agency's computer software and hardware end users. Triage and enter all problems (whether resolved by the contractor or dispatched to another support specialist) into the ticketing tracking system. Problems that cannot be resolved are dispatched to the appropriate personnel according to standard procedures.Provides Tier 1 troubleshooting and resolution of end user inquiries, problems, computer communication systems, printer configurations, Internet, and network / intra-network problems. Troubleshoots system failure situations, uses diagnostic tools to isolate cause of problems between hardware, system software, and application programs; performs integrity tests; and provides solutions using information technology best practice methodologies to restore operations.Provides Tier 1 troubleshooting for the current media asset management system and content management system.Maintains incident tracking system records in a timely and efficient manner while keeping management informed of critical or urgent situations.Monitors help desk email inbox for incoming requests and address those issues according to standard operating procedures.Configures workstation desktops for users including; configuring email clients and web browsers, capture printers, activate software applications, administers user accounts and groups, and provide preliminary end user training on use of agencies computer systems.Install and upgrade computer hardware and software.Ensures prompt, efficient and satisfactory response to all clients.Provides assistance in the relocation of all types of end-user computer equipment as directed.Performs other duties as assigned.Assignments
Assignments involve assessment of activities and situations and involve various tasks involving different methods or procedures in problem solution. Decisions regarding methods to be used depend on the nature of the problem / data involved. The contractor must evaluate the problem to discern deviations or other situations that have a bearing on the choice among established techniques to carry out assignments. The work requires analyzing interrelationships among various but integrated activities.
The work involves isolating and defining problem conditions, analyzing the problems and implementing solutions. The contractor resolves simple and at times, one-of-a-kind problems for Apple Macintosh operating systems, Windows 10, and Windows 11, in addition to other PC computer platforms in support of the worldwide mission of the Agency. Services and analysis provided directly and significantly effects the operations of the Agency.
Specialized Knowledge required for this position includes :
Minimum of 3 years of Help Desk Experience.Minimum of 3 years of MAC Experience.Knowledge of the capabilities and limitations of computer hardware and software, applications, data sources, and the interaction with each other and with computer networks, data flow, and the Apple Macintosh and Microsoft Windows Operating Systems to resolve simple computer problems throughout the Agency.Knowledge of established techniques of Information Technology support such as utility applications and their operation; fact finding approaches, systems analysis methodologies in order to isolate, investigate, and determine the cause of conventional and complex computer problems to include networking / intra-networking, applications, and printer configuration.Knowledge of Microsoft Active Directory and managing Microsoft Windows workstations incorporating group policies and local security policies to administer client configurations.Knowledge of simple multimedia applications, internet access, HTML browsers, Microsoft Office, Email client configuration, mobile device configurations, basic computer security, and generic Windows applications.Knowledge of standard Help Desk support procedures and protocols.Ability to categorize and prioritize tasks according to urgency and distinguish between mission critical and non-urgent issues.Ability to interact with multiple levels of end users, management and technical staff.Ability to communicate both orally and in writing with a variety of personnel, including those with technical and non-technical backgrounds.Knowledge of radio and TV software applications as they apply to the operation of Radio and TV studio equipment and facilities.Knowledge of the various information management systems used in the productions and dissemination of broadcast news. This includes digital audio and video data management, media processing applications and editing techniques as well as working knowledge of Newsroom Management Software.Knowledge of computer-based hardware that interfaces with Radio and TV broadcast hardware (i.e. consoles, PC cards, Shot-Boxes etc.)Knowledge of Radio and TV production, on-air practices and workflows and archiving of media assets.Knowledge of Content Management systems and their workflow.Must have MAC ExperienceSupervision
The Help Desk Manager, senior analyst or supervisor provides guidance on unprecedented problems. Contractor plans and carries out the successive steps and handles problems and deviations in the assignment in accordance with instructions, policies, and locally accepted practices.
Guidelines include instructions, manuals, precedents, and overall office standards of operations. Contractor uses judgment in interpreting guidelines and adapting precedent methodology to problems at hand. Contractor, at times, must adapt new methods / approaches to accomplish work.
Shift Details :
Monday - Friday 8 : 00 a.m. - 4 : 30 p.m.
Must be able to work onsite at 330 independence Ave, SW and 1875 Pennsylvania Ave., NW.Additional Information
Contacts are with the Agency's end users and agency support staff. The purpose of the contacts is to resolve problems, provide information and advice, and train end-users on minor computer system use. The work is basically sedentary; however the lifting and / or moving of various types of computer and computer related equipment weighing up to 50lbs will be required. The contractor may have to climb ladders or move or climb over obstacles while installing or tracing / trouble shooting electrical and data cables or moving computer workstations, monitors, and printers.
The work takes place mainly in offices, or in an environmentally controlled computer facility. However, work may also be performed in electrical closets, overhead areas with cable runs, and other areas without out usual, office environmental control.
Must be able to successfully pass a background investigation.
