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Help Desk Specialist

2 months ago

Washington, United States Computer World Services (CWS)Corporation Full time

Company Overview

Computer World Services Corp (CWS) provides comprehensive Mission Critical and Enterprise Information Technology services and support to the Federal Government. CWS strives to promote a work environment where our professionals feel empowered, engaged, and part of a family. Our corporate culture embraces diversity, nurtures professional growth, and rewards hard work. CWS seeks motivated, client-focused individuals to join our growing organization.

This position will support the mission of the Office of Financial Research (OFR) within the Department of Treasury. OFR supports the Financial Stability Oversight Council (FSOC) in promoting financial stability by: collecting data on behalf of FSOC; providing such data to FSOC and member agencies; standardizing the types and formats of data reported and collected; performing applied research and essential long-term research; developing tools for risk measurement and monitoring; performing other related services; making the results of the activities of the OFR available to financial regulatory agencies; and assisting such member agencies in determining the types of formats of data authorized to be collected by such member agencies.

Job Description

CWS is seeking a Help Desk Specialist to answer and triage all OFR requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.

Key Tasks and Responsibilities

  • Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.
  • Identify and resolve problems with hardware, software, systems, and peripherals supporting a hybrid work environment.
  • Document all requests or resolutions in an IT Service Management solution such as ServiceNow.
  • Install and troubleshoot all Microsoft Operating System Software and office automation. Experience with Microsoft Teams and Zoom preferred.
  • Install, configure, and troubleshoot common network protocols, to include, but not be limited to, TCP/IP and wireless protocols.
  • Install and configure all components of the workstation configuration, such as network cards, sound cards, , video cards, printers, scanners, video teleconferencing, and other software and peripherals.
  • Manage the deployment and collection of IT equipment (laptop, mobile phone, etc.) for staff as they onboard and offboard.
  • Provision multi-factor authentication for users using YubiKeys or equivalent.
  • Provide requested reports derived from information contained in ServiceNow
  • Perform root cause analysis
  • Participate in after-hours support rotation.

Education & Experience

  • Associate or bachelor's Degree preferred, High school Diploma required
  • 5-8 years of IT operations experience required. Relevant experience and/or certifications may be substituted for degree requirements
  • Experience with Active Directory, Windows Server, and Workstation operating systems (Windows 10/11, Server 2019)
  • Experience with Microsoft Configuration Manager Console (SCCM) and client deployments (MS Intune a plus)
  • Experience supporting an Office 365 environment, including Teams
  • Experience supporting an iPhone environment with MDM solutions
  • Experience supporting multi-factor authentication (tokens)
  • Experience supporting a VMware Horizon VDI environment
  • Knowledge of remote desktop connectivity (i.e., Beyondtrust Remote Assistance, Microsoft RDP, Zscaler)

Security Clearance

• Public Trust

• Must be a U.S. Citizen

Other (Travel, Work Environment, DoD 8570 Requirements)

• On-site Support