Tier 1 Helpdesk

Tria Federal • Dallas, TX

4h

About The Position

FTC supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT support. This position is part of a team that provides technical support in person or remotely, by telephone, email, or remote access to a population of 3,000 clients. Under supervision, the Tier 1 Helpdesk technician provides lower-level technical and end-user support for commercial PC operating systems and commercial off-the-shelf and/or custom applications.

Requirements

• Attention to detail.
• Ability to document in the help desk application and other tools.
• Excellent customer service.
• Experience providing technical support in an enterprise environment with over 100 users.
• Experience supporting Microsoft Windows client operating systems.
• Ability to diagnose and resolve PC and printer problems.
• High school diploma or equivalent.

Responsibilities

• Diagnose the causes of PC and server hardware problems or failures and repair, replace, or adjust faulty components.
• Follow established procedures to image and configure Windows workstations.
• Inventory user equipment and accessories as required; send and receive replacement computers and parts; update the database with the status and resolution of user problems.
• Provide in-person, telephone, or remote technical support to users connected to the network or through VPN.
• Provide lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications under supervision.
• Maintain records of contacts and system problem and resolution logs for trend analysis.
• Install boards, peripheral devices, PCs, and servers, including making necessary network connections.
• Move, reinstall, and configure PCs, servers, printers, and other devices, including making necessary network connections.
• Work with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, and cable plant documentation.
• Perform preventive maintenance.
• Provide technical support for stand-alone and network printers, including high-capacity, high-speed printers.
• Perform basic account management, including resetting passwords, unlocking accounts, and modifying user groups.
• Help BLS staff use standard operating system software and commercial software such as Microsoft Office.
• Log and track incident and problem issues in the ticketing system throughout their lifecycles, and communicate restoral status to affected customers according to approved processes and procedures.

Benefits

• A top-tier benefits package to support physical, mental, and financial health and wellness.
• Opportunities to learn new skills, take on new challenges, and advance a career.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED