Help Desk/desktop Support

***REQUIRES: Active Secret Clearance (DO NOT apply unless you have an active clearance) ***

Description

Supporting USTRANSCOM, the Helpdesk Support position assists customers with questions and problems concerning computer systems, hardware and software. The position may work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency.

Duties & Responsibilities:

• Assists customers with IT requests and issues
• Answers customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network and peripheral device issues using FAQs, knowledge base and other guides
• Provides Tier I support to end users for laptop/desktop/PC, applications, printers and peripherals
• Create and update ticket records in Remedy or other ITSM tool
• Create ticket records, monitor/track progress and update on ticket record while keeping customers informed with status updates
• Route support requests to appropriate teams for resolution
• Coordinate user support with Desktop Support and System Administration staff
• Develop and maintain helpdesk-related technical documentation such as guides, FAQs, SOPs, etc.
• Assists Help Desk Manager with data collection for reporting
• All other duties as assigned

Skills

Desktop, Windows, Help desk support

Additional Skills & Qualifications

Minimum Qualifications:

• Minimum of 1 year of relevant technical experience with each of the following technology skills:
• Windows Operating System (Windows 7 and higher)
• Apple OSX desired in addition to Windows
• Experience performing basic troubleshooting for common desktop software including Microsoft Office and Outlook, Adobe Acrobat and Creative Suite, Mozilla Firefox and Thunderbird, Chrome and Edge browsers, communication/collaboration/messaging tools and multimedia players
• Experience using remote desktop troubleshooting and administration tools
• Remedy ticketing system
• Active Secret Clearance at employment start date (an Active Interim Secret Clearance may substitute)
• DoD 8570 IAT-II Certification (e.g. Security+ CE, CCNA Security or other approved certification(s))

Preferred Qualifications:

• An Associate's Degree in a computer-science related field is preferred

Experience Level

Entry Level