Helpdesk / Desktop Technician

ASRC Federal•Washington, DC

18h

About The Position

The Intermediate Helpdesk Support Specialist will provide effective second-tier support to end users for PC, server, and mainframe applications or hardware under general supervision. This role is primarily focused on addressing issues that surpass the capabilities of first-tier helpdesk staff. The specialist will engage with network services and software systems engineering teams when necessary to restore services and troubleshoot existing problems. In addition, they will recreate user issues to closely analyze and resolve operational difficulties. The contractor is responsible for recommending system modifications to enhance user experience, ensuring the maintenance of advanced technical skills in the IT field, and will escalate more complex issues to senior-level support as required. Duties also encompass adhering to established service level metrics, delivering high-quality customer service, providing timely follow-ups to end-users, and thoroughly documenting all resolutions and communications in the ticket tracking system while shaping Knowledge Base articles when applicable.

Requirements

Subject matter expertise in customer support operations and good communication skills.
Excellent customer service skills and serves as point of contact for troubleshooting all IT related problems, including hardware/software, password and printer problems.

Nice To Haves

Preference of Bachelor’s degree in related field or 2-4 years of related experience.

Responsibilities

Helpdesk Support
Provide first-line support for end-users, addressing various technical issues such as hardware/software problems, password resets, and printer malfunctions.
Document all interactions and solutions in the ticket tracking system to maintain an accurate record of user support activities.
Customer Service Excellence:
Serve as the primary point of contact for IT-related concerns, ensuring effective communication and a high standard of service delivery.
Follow-up with users to ensure that their issues have been fully resolved and that they are satisfied with the service provided.
Technical Problem Resolution:
Identify, research, and resolve technical problems as they arise while working collaboratively with other IT specialists for complex issues.
Escalate unresolved issues to senior technical staff as necessary to ensure timely solutions.
Performance Reporting:
Generate and submit regular performance and progress reports to the Contracting Officer and the Contracting Officer Representative (COR), detailing activities performed and adherence to service level agreements (SLAs).
Maintain performance metrics on call response times, issue resolution times, and user satisfaction ratings.
Documentation and Standard Operating Procedures:
Develop and maintain comprehensive documentation for all Helpdesk activities, including processes, FAQs, and troubleshooting guides.
Update the Standard Operating Procedures manual to reflect current practices and protocols in Helpdesk operations.
Inventory Management:
Assist in maintaining a comprehensive inventory of IT assets to ensure accountability and proper resource allocation.
Conduct periodic checks and audits of hardware assets, documenting the status and ensuring maintenance records are up to date.
Training and Development:
Participate in ongoing training sessions to stay updated on the latest technologies and improvements in Helpdesk support practices.
Share knowledge with junior staff members and help in their professional development.