Help Desk Support Technician

General Responsibilities

Provide Tier 1 helpdesk support to user base for commercial-off-the-shelf office productivity software such as Microsoft Word, Excel, etc. and custom software applications.  The user base consists of approximately 17,000 civilian and military users, 12,000 desktop personal computers, and 400 servers located in various locations throughout the United States.  The helpdesk’s primary mission is to receive all initial incoming computer related problem reports and requests for help by phone, email, voice message, or web request.  The helpdesk then enters these issues into the trouble ticketing system; performs Tier 1 support; forwards on to Tier 2 support or warranty dispatch when necessary; and tracks/documents resolution.



Job Requirements  Must be experienced mid-level helpdesk agent Must have strong knowledge of Microsoft Desktop Operating Systems (Windows XP, Vista) Must be proficient in the Microsoft Office 2007/2003 product suite including Word, Excel, PowerPoint, Visio Must be familiar with the following products or similar products BMC Service desk ticketing software Polar Knowledge Management Software (knowledgebase software) Microsoft Windows XP Remote Assistance Microsoft Active Directory Console Novell iManager/eDirectory Support Ensure all written products are prepared in a clear and concise manner and are properly formatted, spell checked, and grammatically correct Must be able to obtain a favorable Single Scope Background Investigation (SSBI), National Agency Check (NAC), or equivalent security investigation













Education Requirements







A high school diploma is required, with a preference of an associate’s degree or higher with 3 or more years of desktop support experience.

 





 

 



Organizational Fit

 



A demonstrated ability to work well with clients and provide technical direction is essential.  Must have excellent writing and oral presentation skills. Must be able to see project through to completion and work extended hours when required. Must be prompt and efficient in meeting work schedules and performance objectives.