Help Desk Specialist

Description:

The types of work a candidate for these positions should expect to perform include but aren’t limited to the following:

• Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base

• Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail

• Installation of specialty software which is not already packaged in SCCM

• Removal of devices from the network as directed by Security

• Assess issues and diagnose problems with printers

• Install printer toner

All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Experience working on and resolving issues with this type of office IT environment, is a must!

Required Education & Experience:

• High School diploma with 5+ years of prior relevant experience

• Customer service-focused attitude

• Current Public Trust clearance

• Ability to maintain a Public Trust clearance

• Past experience providing IT (Tier II) support in a Windows office environment

• Excellent written and verbal communication skills

• Use of an ITSM ticketing system

Requirements:

• Past experience with Federal/State Client

• Current Secret clearance