Position:
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Help Desk Specialist
Federal Operations
National Capital Region
Full Time
Various
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Job Description
Provides phone and in-person support to users in the areas of e-mail, directories, standard windows desktop applications, and applications developed under this contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
Job Responsibilities
- Perform application, connectivity and printer support over the phone or at the users desktop
- Perform password resets and account administration in both the Windows NT and Microsoft Exchange environments.
- Perform installation of applications and or operating systems on desktop and laptop computers.
- Provide troubleshooting and setup of Remote access on laptop or desktop computers.
- Provide setup and troubleshooting of PDA and Laptop computer issues.
- Provide technical guidance, training and support assistance to junior technicians in resolving difficult technical issues.
- Creation of help desk tickets based on request received via telephone, email, voicemail and walk-in.
- Provide help desk ticket escalation, routing and daily customer follow-up on all open tickets directly assigned.
Skill Sets and Experience Required
- Minimum 5 years experience, of which at least 3 years must be specialized.
- An Associate's degree in Computer Science, Information Systems, Engineering, Business or other related disciplines.
- Experience working on help desks in a multi-server environment
- Comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards.
- Some experience with Novell or UNIX may be required.
- With a Bachelor's degree (in a field described above): 4 years general experience of which at least 2 years specialized experience is required.
- With 8 years general experience of which at least 6 years specialized experience, a degree is not required.
Additional Skill Sets Required
- Excellent written and oral communications skills
- Ability to work in a fast-paced, team environment
- Must demonstrate the ability to work independently or under only general direction.
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