What are the responsibilities and job description for the Help Desk position at Progression, Inc.?
Help Desk Tier II & III
We are seeking a skilled Help Desk Technician to support our clients with desktop operating systems, business applications, computer hardware, peripherals, and printers.
Mandatory Requirements:
- Active Top Secret clearance is required.
- 3-5 years of experience in Help Desk Tier II, installing, maintaining, repairing desktop operating systems, troubleshooting business applications, desktop computer hardware, peripherals, and printers.
- Ability to lift up to 50lbs, physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment.
- Bachelor's degree or 5 years of equivalent experience.
Duties:
- Install desktops, portable computers, peripherals, and software products for networked, classified, and unclassified, and standalone environments.
- Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
- Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
- Analyze and assess customer service requests and provide prompt technical solutions.
- Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
- Prepare progress/status reports and submit to team leads as required.
- Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
- Identify and document areas for process improvements.
- Contact and effectively communicate with users by telephone, electronic communications, or in person.
- Prepare equipment for reuse or surplus of property actions.
- Provide technical support for customers assigned to remote locations as required.
- Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.
- Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.
