Position Description: Responds promptly to customer requests; takes a customercentric approach to problem solving; prioritizes tasks for him or herself; assists in prioritization of the Help Desk queue; thoroughly documents all interactions; employee acts as a technical escalation for other Help Desk staff; responsible for resolving complex technical challenges; addresses advanced configuration issues; troubleshoots and resolves hardware and software problems independently; works with internal and external IT resources or vendors to identify and resolve hardware or software issues; solicits customer feedback to improve service; meets commitments; manages difficult or emotional customer situations; fosters relationships; tracks trends and looks for other opportunities to eliminate waste; focus on solving conflict; maintains confidentiality; addresses budget concerns with the CIO; identifies required resources; trains other Help Desk staff.
Skills Required: Customer service principles and processes Helpdesk ticket management systems Microsoft Windows operating systems and applications; Google applications Active Directory Users and Computers; MS Administrative tools. Client server applications backup software imaging SaaS and Cloud products. VMware desktop vitalization Computers and peripheral hardware Basic computer networking and the OSI model
Skills Preferred:
Experience Required: 2 years experience in hands on Help Desk support. Physical interaction with agency computer equipmet on site is required.
Experience Preferred: Combination of 4 years education and/or experience
Education Required: High School diploma or equivalent.
Education Preferred: 2 year degree in a computer science discipline
Additional Information: Agency does not require drug or background checks. The role will join a team of six representing the Tier 1 and Tier 2 escalation support in the helpdesk chain. Primary responsibility is managing escalation tickets with a focus on the timely response to service tickets. Required Skill Set: IT Generalist: Handling a broad range of desktop support and hardwarerelated tasks including: New PC and workstation setup Configuration and identity management Desktop support for issues such as: Screen issues OKTA issues Password resets Broken PCs Familiarity with Salesforce is a bonus though not required as internal support can cover this gap. Environment: Google Workspace (email calendar Meets etc.) Microsoft 365 Windows 11 (current OS used by the majority of staff) Microsoft domain The role encompasses the full scope of Tier 1 and Tier 2 desktop support and hardware tasks.
We are looking for a skilled Web Test Engineer Manual/Automation to complete application programming interface and web application testing on our in house designed software; focused on completing manual testing while developing their automation skill set. The ideal candidate...
**Job Title: Construction Laborer****Job Description**We are seeking dedicated construction laborers to join our team, with responsibilities... ...opportunities for overtime, fostering a balanced work-life experience.**Work Environment**The work environment is entirely...
...We are looking to fill a long-term Contract role as Azure Cloud Security Engineer Mode of Interview: Webcam Work Arrangement: Hybrid Work Location: Columbia, SC Shift: EST Required Qualifications: ~10 years of experience in modern...
...Dental/Vision Insurance after 30 days * Competitive Pay Career Development Welcome to Love's: The Product Owner will be... ...alternative energy and wholesale fuel customers.Giving back to communities and an inclusive workplace are hallmarks of the award-winning...
...TITLE: Policy Analyst CLEARANCE: Active DoD Top Secret Clearance with SCI eligibility. LOCATION: Mark Center - Alexandria, VA Required Skills and Relevant Experience: Minimum of 5 years of experience in an OIE related field. Minimum of 5 years of experience...