Hep Desk Support Technician

Job Description

• Primarily responsible for providing quality customer service and technical support to user community.

• Monitors Help Desk Inbox and creates work orders as appropriate.

• Documents resolution and closes completed work orders.

• Provides first level troubleshooting for desktop hardware and software related problems.

• Supports new hire orientation sessions

• Resolves technical problems related to Microsoft Office, electronic mail and proprietary applications.

• Facilitates network and e-mail account creation, work space assignments, building access and desktop setup.

• Utilizes Windows system management tools to perform account administration, password changes, group changes, and account expiration modifications.

• Assists with identification badge processing to include taking staff photos, issuing badges and access cards.

• Maintains technical competency through online training courses and on-the-job training.

• Configures/issues two factor authentication devices

• Provides a central source of information enabling support personnel to recover from outages with minimum disruption to expected service levels.

• Participate in the creation and maintenance of technical and procedural documentation. Perform annual review of documentation.

• Tasking may include some administrative related duties.

• Responsible for maintaining a safe workplace program and ensuring that safety is the highest priority in the workplace.

* Potential deployment to Antarctica may be required.

• Performs other duties as assigned.

Required

• Minimum of two years' experience in desktop-level troubleshooting and support, in a corporate environment is required (all reasonable and related trade experience is acceptable).

• Excellent customer service skills are required.

• Intermediate software troubleshooting skills required.

• Experience supporting mobile telephony devices.

• Working knowledge of desktop computer hardware, software and call tracking tools are required.

• Strong technical knowledge of Microsoft Windows 7, as well as Microsoft Office products required.

• Strong technical written and verbal communication skills are required.

Desired

• Experience troubleshooting wireless network issues is preferred.

• Experience supporting business VPN access, two factor authentication, disk imaging, and whole disk encryption is preferred.

• Technical experience with Defense Ready software desired.

• Technical experience with Maximo software desired.

• Technical experience with TrackIT! software desired.

Typical Minimum

Bachelors' degree from an accredited college in a related discipline, or equivalent experience/combined education, with 2 years of professional experience. Considered experienced, but still a learner.

EOE M/F/V

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