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Help Desk Specialist

3 months ago

Boston, United States Tria Federal (Tria) Full time

**Client Site**:
Boston, MA

Full Time

Ability to obtain & maintain a Public Trust *
- _US Citizenship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time._

**Who We Are**:
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
- Follow us on LinkedIn_
- #PoweringPossible_

**Who You Are**:
You are a talented Help Desk Specialist with at least 1+ year of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You’re looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.

**Military Veterans and individuals with disabilities are encouraged to apply**

**About This Role**:
**Responsibilities**:

- Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components
- Follows established procedures to image and configure Windows workstations
- As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems
- Provides in-person, by telephone, or remote technical support to users connected to the network or through VPN
- Maintains records of contacts and system problem/resolution logs for trends analysis
- Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections
- Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections
- Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
- Performs preventive maintenance
- Provides technical support for stand-alone and network printers, including high capacity, high-speed printers
- Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups
- Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office
- Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures

**The “Need-to-Have” Skills & Qualifications**:

- Attention to detail
- Excellent Customer Service

**Professional Certifications**:
N/A

**Education**:

- High school or equivalent

**Clearance**:
Ability to obtain & maintain a Public Trust Clearance

**Years of Professional Experience**:

- One (1) year of experience:

- Providing technical support on an enterprise environment with over 100 users
- Supporting Microsoft Windows client operative system
- Diagnosing and resolving PC and printer problems

**Required Technical / Business Toolset Experience**:

- Microsoft Active Directory management tools
- Microsoft Suite
- Dell Hardware

**The “Nice-to-Have” Skills & Qualifications**:

- Prior Federal agency experience is a plus
- Prior Service Desk experience

**Professional Certifications**:

- HDI; ITIL; MCP, A+

**Education**:

- Technical or college degree

**Years of Professional Experience**:
1+ Year

**Physical Requirements**
- Ability to spend extended duration standing and walking and have the ability to lift 30 lbs.

**Why Tria?**

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally _and_ professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work _and_ in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here y