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Help Desk Technician

*NEED ACTIVE SECRET CLEARANCE*

 

Tier 1 Help Desk- 0 to 3 years of experience

The position assists with the deployment and maintenance of the user equipment as assigned. The position participates in projects performing tasks according to plan and schedule.

1 User Support: Resolves end user support requests related to the user computing environment in accordance with established best practices and procedures. Diagnoses and solves operating system, network and application problems with user computing environments. Assists with maintenance of user computing training materials and systems documentation for educating end users and new IT staff. Documents resolution of requests in the service desk tracking software.

2 User Equipment Management: Assists with the deployment of desktops, laptops, thin clients, printers, scanners and other end user equipment, including configuration of hardware and operating systems as well as installation of standard and custom applications in accordance with established best practices and procedures. Ensures proper licensing is in place for all software installed. Assists with the maintenance of images for desktop and laptop systems. Assists with monitoring and testing of system performance. Maintains current knowledge of user computing technology.

3 Computer Security: Assists in maintaining the security of the user computing environment. Reviews and deploys new Windows service packs, hot fixes, system updates, and other vendor-supplied patches according to best practices. Implements and executes corporate-wide anti-malware plan, updating security software through automated and manual means on a regular basis or as needed.

4 Projects: Participates as a team member with management, other team members, and end-users on projects; executes project tasks according to plan and schedule.

5 Performs other duties as assigned.

 

Job Requirements

1 Education: Bachelor’s degree in Computer Science, Engineering, or related field or equivalent experience required. DoD 8570 IAT II security certification (e.g. Security +) required or must be obtained within 3 months of hiring.

2 Experience: 3 years of user support or equivalent experience required.

3 Skills: Technical skills including basic understanding of standard desktop operating systems (Windows XP, Windows 7, Mac OS X, etc.), and standard desktop applications (Microsoft Office, Outlook, Symantec Endpoint Protection, Adobe Acrobat, etc.). Strong interpersonal skills are required for interfacing with department members, internal customers, and vendor representatives; good information organization skills; ability to write clear, concise, and accurate documentation and provide training. Demonstrated initiative and ability to work well with others; excellent customer service skills; willingness to work and stay current with new technologies and work overtime when required; and good oral and written communications skills.

4 Physical: Able to lift 30 lbs. (e.g. computer and AV equipment), able to walk (to end user stations) and bend (to install and connect equipment).

5 Other: Active Secret Security Clearance required.

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