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Help Desk Tier I Specialist

2 months ago

Washington, United States RightDirection Technology Solutions LLC Full time

RDTS is seeking a cleared Tier I Help Desk Specialist to support the U.S. Dept of State in Washington, D.C. This role shall support the help desk within the Human Resources bureau on the Global Talent Management (GTM) program. It is full-time, standard work week and hours, and hybrid (one week a month onsite in D.C.).

Requirements

GTM Help Desk Specialist - Dept of State

The Help Desk Specialist shall provide full-service, Tier I help desk support including:

  • Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to email messages, web inquiries, and or phone calls for customers seeking help.
  • Log all request into the Government tracking system (Service Now).
  • Add new users to the network and specifies their directory structures and system access, password resets, troubleshoots. network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections.
  • Troubleshoot hardware and software problems, assists users with desktop applications and provides user training.
  • Troubleshoot mobile device access issues (iOS and Android).
  • Utilize support applications to track user requests from trouble ticket generation to resolution.
  • Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
  • Provide first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems.
  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts.
  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.


All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.