Helpdesk Technician

Amentum•Morgantown, WV

2d•$26

About The Position

The Helpdesk Technician is responsible for consistently providing professional support for a wide range of technology services needs to a geographically dispersed user population representing widely varying levels of technical capabilities.

Requirements

Possess theoretical and practical knowledge of software and hardware and exposure to assisting others with needs related to the topics.
Excellent technical knowledge of network operations and PC hardware and peripherals.
Comprehensive working knowledge of computer systems and commonly used software, specifically current versions of Microsoft Windows and Office suite of products.
Capability to quickly grasp support requirements for software and processes specific to the user- operating environment.
Must be able to obtain and maintain facility credentials/authorization.
Note: US Citizenship is required for facility credentials/authorization at this work location.
Valid Driver’s License
Drug Screen
Background Check (Criminal, Civil, Educational, Previous Employment, etc.)
Driver Record Screen (for positions requiring on-the-job-driving)

Nice To Haves

Associate degree in computer science, information technology, business, or related field preferred. Experience in lieu of education considered.
2 years of Helpdesk experience preferred.
Microsoft, Adobe, CompTIA A+ or other technical certifications preferred.
Powershell skills a plus.

Responsibilities

Provide technical assistance and troubleshooting related to personal computer (PC) software & hardware and telecommunication services, including connectivity, to all LM and LMS employees, subcontractors, and affiliates.
Provide efficient, knowledgeable, and professional telephone, email, and face-to-face support of the user population to address requests.
Thoroughly and accurately document all activity in the organization’s trouble-ticketing system.
Troubleshoot issues presented in a timely and accurate fashion.
Provide end user training and assistance where required.
Collaborate with other IT support personnel for topics beyond the scope of first level support.
Possess ability to independently organize own work to meet established objectives, using discretion in performing duties.
Consistently provide polite, professional, and patient telephone support for a wide range of technical support needs to a geographically dispersed user population representing widely varying levels of technical capabilities.
Work with end users to identify and deliver required software and hardware service via telephone, email, and in-person interaction.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and hardware, networked peripheral devices, and telecommunications services.
Perform on-site and remote analysis, diagnosis, recommendation, and implementation of corrective solutions for complex PC issues.
Assist in maintaining an inventory of all computers, monitors, printers, scanners, and other peripheral equipment.
Maintain up-to-date knowledge of relevant software and hardware products.
Other duties as assigned.