Job Description:
• Performs a variety of clerical and administrative duties pertinent to Help Desk
• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity
• Document all issues and generate incident tickets, detailing common issues or error trends.
• Provides personal computer support, problem analysis, and hardware/software installation and configuration
• Work with end users, resolving their software and hardware issues in an efficient manner.
• Interacts daily with customers to ensure productivity; provides individual feedback
• Responsible for scheduling and coordinating all training activities
• Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets.
• Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar
• Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users.
• Monitors team productivity and quality; provides individual feedback
• Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox
• Maintains and verifies daily statistics; generates daily statistical reports
• Maintains an audit trail and statistical records of all problems and conditions reported by the client
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
Requirements:
• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Applies fundamental concepts, processes, practices, and procedures on technical assignments.
• Performs work that requires practical experience and training.
• Work is performed under supervision.
• Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing and installations.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
Benefits:
• Not mentioned