12 May
Helpdesk Technician
District of Columbia, Washington , 20002 Washington USA

Vacancy expired!

Help Desk Technician a. Level 1 is defined as direct support provided during the initial telephone or email contact. The consultant shall accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support. The Level 1 support shall have these major responsibilities: 1. Serve as the central point of contact for Client personnel for the resolution of referral of all user-generated hardware and software information technology issues throughout Client . 2. Answer basic and complex questions about the Baseline applications on Client 's Laptops. 3. Act as call center and coordinator for non-Baseline applications on Client 's Laptops; ensuring that requests for help are handed off to appropriate NIGC resources in a timely manner. 4. Provide basic hardware support (i.e., correct basic problems) for laptops (including peripheral equipment, e.g., keyboard, mice), printers, and government-provided mobile devices. 5. Use remote access/control software from help desk offices to troubleshoot user problems and refer to Client staff software or hardware (other than printer) problems that cannot be corrected over the phone or via remote control software. 6 . Record all user problems in the incident-tracking application. 7. Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the incident-tracking application. 8. Manage print queues to ensure printers are working properly; and 9. Identify developing systemic problems from common incidents and alert Client IT Manager and the Client COR. The IT Help Desk specialists shall have a minimum of 3 years of experience serving in IT help desk operational environments.

Vacancy expired!


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