Helpdesk Specialist

Logistics Systems Inc•Washington, DC

3d•$40,000 - $55,000

About The Position

The Helpdesk Specialist will provide direct help desk support, acting as the central point of contact for ENRD personnel for IT issues. This role involves resolving hardware and software issues, answering questions about various Baseline applications, and redirecting non-Baseline application support. The specialist will also provide basic hardware support for computers and peripherals, utilize remote access tools for troubleshooting, offer desk-side assistance when needed, maintain a problem-tracking database, and manage printer maintenance calls and print queues.

Requirements

Direct help desk support provided during the initial telephone or email contact.
Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.
Answer basic and complex questions about the Baseline applications (listed below) on ENRD Computers
Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers
Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
Maintain problem-tracking database to record user service requests.
Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
Manage print queues to ensure printers are working properly.

Responsibilities

Direct help desk support provided during the initial telephone or email contact.
Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.
Answer basic and complex questions about the Baseline applications on ENRD Computers.
Act as call center and re-director for Non-Baseline applications on ENRD Computers.
Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
Maintain problem-tracking database to record user service requests.
Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy).
Manage print queues to ensure printers are working properly.