Helpdesk Technician

1 week ago

Morgantown, West Virginia, United States Amentum Full time

The Helpdesk Technician is responsible for consistently providing professional support for a wide range of technology services needs to a geographically dispersed user population representing widely varying levels of technical capabilities.

MAJOR RESPONSIBILITIES/DUTIES/TASKS

+ Provide technical assistance and troubleshooting related to personal computer (PC) software & hardware and telecommunication services, including connectivity, to all LM and LMS employees, subcontractors, and affiliates.

+ Provide efficient, knowledgeable, and professional telephone, email, and face-to-face support of the user population to address requests.

+ Thoroughly and accurately document all activity in the organizations trouble-ticketing system.

+ Troubleshoot issues presented in a timely and accurate fashion.

+ Provide end user training and assistance where required.

+ Collaborate with other IT support personnel for topics beyond the scope of first level support.

+ Possess ability to independently organize own work to meet established objectives, using discretion in performing duties.

+ Consistently provide polite, professional, and patient telephone support for a wide range of technical support needs to a geographically dispersed user population representing widely varying levels of technical capabilities.

+ Work with end users to identify and deliver required software and hardware service via telephone, email, and in-person interaction.

+ Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and hardware, networked peripheral devices, and telecommunications services.

+ Perform on-site and remote analysis, diagnosis, recommendation, and implementation of corrective solutions for complex PC issues.

+ Assist in maintaining an inventory of all computers, monitors, printers, scanners, and other peripheral equipment.

+ Maintain up-to-date knowledge of relevant software and hardware products.

+ Other duties as assigned.

Education/Experience Required:

+ Acceptable Major/Discipline of: Associate degree in computer science, information technology, business, or related field. Experience in lieu of education considered.

+ No minimum experience required. 2 years of Helpdesk experience preferred.

+ Possess theoretical and practical knowledge of software and hardware and exposure to assisting others with needs related to the topics.

+ Excellent technical knowledge of network operations and PC hardware and peripherals.

+ Comprehensive working knowledge of computer systems and commonly used software, specifically current versions of Microsoft Windows and Office suite of products.

+ Capability to quickly grasp support requirements for software and processes specific to the user-operating environment.

+ Powershell skills a plus.

Travel required? (non-field work related): Yes /

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