Help Desk Technician

The Help Desk Technician (Mid) provides technical assistance through phone, email, and in-person interactions, with an emphasis on first-call resolution. The role also supports platform infrastructure operations and maintenance, user training, monthly reporting, and approved environment modifications., * End-user support: Resolve issues reported through the support number, focusing on first-call resolution without escalation; provide assistance by phone, email, and in person.

• User training: Create and deliver training materials on system use for individual users and groups.

• Reporting: Compile monthly support metrics for the government.

• Infrastructure support: Work with operations engineers and application support engineers to maintain all components of the platform environment; assist the infrastructure team during peak periods.

• Environment changes: Support approved modifications to meet case requirements.

• Bachelor’s degree from an accredited university or college in Computer Science, Computer Engineering, Software Engineering, Electrical Engineering, Computer and Information Security, Computer Security, or Network Administration, with 3 years of experience; or

• Master’s degree in Computer Science or a related scientific or technical field, with 2 years of experience; or

• PhD in Computer Science or a related discipline, with 1 year of experience; or
• An equivalent combination of training and experience.

Minimum General Experience and Skills

• 2 years of relevant experience in a collaborative end-user support environment.
• Experience interacting with customers both within and outside the organization.
• Excellent oral and written communication skills.
• Ability to assist the infrastructure team with environment maintenance during peak periods.
• Technical Stack: Microsoft Active Directory (AD) - (User Account Management, Password Resets, Account Unlocks, Group Policy (GPO)), RSA SecurID, RSA Authentication Manager, RSA Token Provisioning and Troubleshooting, Multi-Factor Authentication (MFA), Virtual Desktop Infrastructure (VDI), VMware Horizon, Remote Desktop Protocol (RDP), Windows 11