Help Desk Specialists
4 weeks ago
Job Summary:
- Managing the site’s Service Desk walk in center (WIC) and provide on the job training for junior staff members.
- Create reports in Microsoft Excel and analyze SLA statistics against contract requirements and make appropriate recommendations to senior leadership.
- Demonstrated ability to independently troubleshoot and resolve escalated technical issues and helpdesk tickets.
- Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
- Work with other technical teams to resolve large scale issues.
- Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
- Test new hardware and software systems and packages prior to deployment.
- Areas of support include computer device deployment; applications and program; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet diagnostics and troubleshooting; mobility device assignment, setup, diagnostics, and troubleshooting.
- Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
- Participate in special projects and unique requests, such as annual lifecycle refresh and organization-wide device upgrades, which involve communicating with customer administration and performing hardware assessments. Manage, control, and log accountable property in the IT warehouse space and work closely with Logistics and Property Management to ensure accountable equipment is entered and documented as appropriate.
Supervisory Responsibility: Yes
Skills & Abilities:
- Advanced Microsoft Excel knowledge
- Experience with Windows-based hardware, operating system, and printers
- Must be able to lift up to 50 lbs.
Education/Experience:
- Exceptional Customer Service Skills and communication
- 3-5+ years of relevant experience
Certification(s):
Must be DOD 8140/ 8570 Compliant Must be DOD 8140/ 8570 Compliant (e.g., Security+ CE and A+ or Microsoft Windows certifications)
Clearance:
Confidential clearance required.
Nice to have: N/A
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