Help Desk Support Specialist

3 weeks ago

Washington, Washington, D.C., United States RightDirection Technology Solutions LLC Full time
Job Summary

RightDirection Technology Solutions LLC 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 a full-time position with a standard work week and hours, and hybrid (one week a month onsite in D.C.).

Key Responsibilities

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 customer inquiries and issues via email, web, and phone calls.

• Log all requests into the Government tracking system (Service Now).

• Add new users to the network and specify their directory structures and system access, password resets, troubleshoot network usage and peripheral issues, resolve LAN connectivity issues and maintain LAN and internet connections.

• Troubleshoot hardware and software problems, assist users with desktop applications and provide 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.

Requirements

The ideal candidate will have strong technical skills, excellent customer service skills, and the ability to work in a fast-paced environment. They will also have strong attention to detail, problem-solving skills, and a desire to provide outstanding customer support.

RightDirection Technology Solutions LLC is an equal opportunity employer and welcomes applications from all qualified candidates.

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