IT Helpdesk Specialist I

Put your IT experience to great use. In this role, you will provide helpdesk and end-user computing support, both hardware and software, for Government Client during graveyard shift operations (2300 - 0930). Assist end-users to use Information Technologies resources efficiently and effectively by providing them with expert assistance, guidance, and training. This position requires Cyber Security Workforce eligibility.

A sample of the work you will be doing:

• Provide tier-1 and tier-2 IT support for incoming communications from PSNS & IMF users (calls, emails, voicemail, and tickets).
• Helpdesk technician will be the initial customer point of contact to log and resolve end-user problems.
• Provide quality desktop support to end users, including support for hardware, printing, applications, and training in a networked environment with minimum end user interruption.
• Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.
• Provide help desk support for troubleshooting workstations, networks, software applications, telephony, printer and other technologies for customers, responding in a timely manner.
• Troubleshoot issues that arise with the desktop environment and develop solutions or workarounds to those issues.
• Identify, troubleshoot, research, support and resolve customer IT issues.
• Assist in the development/updating of procedures and policies that define acceptable and effective use of the desktop environment.
• Perform end-user and technical training in supported applications
• Assist in the development of desktop security measures that provide automated compliance with Government Client policies.
• Suggest process improvements through the proper chain of command.
• Be the primary interface to the Government Client user community from within the IT organization.

• High School Diploma/GED
• Associate degree in an IT related field is preferred

Experience

• A minimum of two (2) years of IT Support/Help Desk experience is desired.
• A minimum of two (2) years of Customer Service experience is desired.
• Minimum two (2) years of experience with all Microsoft Windows operating systems is required.
• A minimum of two (2) years of experience with Microsoft products (MS Office Suite) is required.
• Experience working on the NMCI network is desired

License, Cert or Registration

• CompTIA Certification required: A+, Network +, Security +, or higher.
• Cyber Security Workforce eligibility must be maintained through training/CEU’s of 20 hours annually.
• The ability to obtain and maintain Secret security clearance