Mid-Level Help Desk Technician

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Summary

The Mid- Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Responsibilities
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.
  • Communicate solutions to end-users.
  • Prioritize and schedule problem resolutions.
  • Escalate problems when required, to the appropriate next level.
  • Use ticketing system to record, track, and document the help desk request.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform remote fixes at the desktop level, including installing and upgrading software.
  • Perform preventative maintenance, including checking and cleaning of workstations, PC's, laptops, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-up to help requests.
  • Provide one-on-one end-user problem resolution for approved software.
  • Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.
  • Create and configure user ERP, e-mail, Active Directory, etc., and profiles and accounts.
  • Help install local area network cabling systems and equipment, like network interface cards, hubs, and switches.
  • Other duties as assigned

Qualifications
  • High school diploma or GED and 2+ years of relevant experience
  • Experience using Windows Deployment Services for client imaging
  • Operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or government approved equivalent
  • A combination of additional experience, education, and training may be used in lieu of certification
  • CompTIA Security + certified or government approved equivalent
  • Current, valid US driver's license
  • Background check required

Knowledge, Skills and Abilities
  • Must have the ability to obtain a secret clearance.
  • Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
  • Ability to learn new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time-related constraints in a fast-paced environment.
  • Thorough working knowledge of the latest version of Microsoft Windows environment.
  • Familiar with configuring/set-up of Apple iOS.
  • Thorough knowledge of PC/client repair and maintenance (hardware/software).
  • Strong customer service skills, including verbal communication.
  • Ability to travel.

Executive Order 13495, The Non Displacement of Qualified Workers Under Service Contracts provide first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other application/resume of non-incumbents will not be reviewed.

#Chenega Systems, LLC

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