Help Desk Support Jobs

About The Position

Requirements

• Current knowledge of desktop Microsoft operating systems and other software used in DOD or government offices, demonstrated through experience and course completion for the operating system.
• At least two years of experience troubleshooting and repairing hardware- and software-related issues.
• Complex and progressive experience in a Microsoft computer support environment, including customer service and support in a large critical environment.
• Experience maintaining and supporting workstations.
• Experience troubleshooting and repairing standard workstation peripherals in an enterprise medical environment.
• Familiarity with cell phone and smartphone configuration and operation.
• Familiarity with configuration procedures and troubleshooting for mobile pagers and other remote communications devices.
• Ability to demonstrate high standards of customer support and achieve high customer satisfaction.
• Meet the requirements for an IAT Level II position as defined in DOD 8570-01-M.
• U.S. citizenship or the ability to obtain citizenship, and ability to pass a government background investigation.

Responsibilities

• Document solutions in the EMTS resolution database, keeping information available to the Government.
• Install and troubleshoot Microsoft operating system software and office automation software used on supported desktops.
• Install, configure, and troubleshoot common network protocols, including TCP/IP and wireless protocols.
• Install, troubleshoot, and repair microcomputers, terminals, mobile devices, peripherals, and software as appropriate.
• Identify and resolve hardware, software, system, and peripheral problems at the support center, customer site, or remotely.
• Install and configure workstation components and peripherals, including network cards, sound cards, modems, video cards, printers, scanners, and fax machines.
• Monitor, troubleshoot, and resolve operational and software problems with network and stand-alone printers.
• Perform inventory, equipment issuance, and tracking tasks when deploying new or refurbished equipment in accordance with applicable policies.
• Copy stored data and files to replacement equipment and verify their presence.
• Reconnect peripherals from old equipment and verify that they function.
• Purge data from old equipment for disposal when necessary, following AR 25-2.
• Maintain an inventory of equipment from receipt from the Logistics Division through return of recovered equipment.
• Test repaired workstations for full operation in standalone mode and, where applicable, as part of a network.
• Include necessary hardware and software in equipment repairs, additions, deletions, or modifications, including network software configuration or installation.
• Document old and new serial numbers for replaced serially numbered components and follow equipment tracking, accountability, and defective-part return procedures.
• Enter and update service-request and tasking information and solutions in EMTS; document complex solutions or verbally brief IM leadership on less complex solutions.
• Provide Tier II technical and security customer service and support for user in-processing and out-processing.
• Provide computer systems security support functions.
• Set up and maintain Active Directory account restrictions and user rights; create user accounts, allocate drive space, and establish drive connections.
• Ensure password controls and procedures are followed.
• Acknowledge assigned trouble tickets, ensure the customer receives correspondence from the assigned technician within 24 hours, and update the ticket as in progress or acknowledge it in the notes.

Benefits

• Paid holidays
• Paid time off, including sick and vacation leave
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Short- and long-term disability
• Company-paid life insurance
• 401(k) with company match
• Discretionary profit sharing
• Tuition reimbursement