Help Desk

Working within the Customer Support Center supporting incident response, and technical troubleshooting. Technician will use technical knowledge and approved processes for hands-on and remote control tools to support a typical government user’s daily work. Answer questions and resolve computer problems; provide assistance concerning computer hardware and software including printing, office tools, email and Windows Operating Systems. Perform computer related troubleshooting and maintenance including virus removal/password resets/COTS and 3rd party software installs. Work performed must completed using approved SOPs and processes. Perform other services and various assignments related to the function of the Service Desk. The candidate must be able to organize, multitask, and provide quality customer service. The technician may be required to completed additional duties as assigned.Additional Roles and Responsibilities:

• Provide ongoing support and serve as an escalation point for end user apps and software
• Support and maintain application configuration items following the Program’s official Configuration Management Plan
• Provide daily system/application administration and maintenance
• Ensure all work is supported by appropriate documentation (incident, service request or project tickets)

• Working knowledge of end user applications (MS Office, Lync, Sharepoint, Adobe, etc.)
• Demonstrate good social skills in a professional environment
• Work in a team environment
• Excellent Verbal Communication
• Phone Skills
• Data Entry Skills
• Customer Focus and Service
• Attention to Detail
• Multi-tasking
• Bachelors Degree
• 5 years of experience