CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
CS
Hybrid Senior Help Desk Technician
Posted last month
About the role
- Provide Level 1 & 2 Help Desk (PC Assist) support to EOUSA end users including senior management, attorneys, support staff, and contractors
- Administer backup/restoration and file server support
- Administer user accounts and mailboxes
- Install and troubleshoot software, hardware, and handheld devices
- Support remote users and set up remote access
- Record and update IT tickets and create incident work-log entries per ITIL practices
- Maintain IT inventories and account management forms for new and departed users
- Produce reports, trending analysis, and service level reporting
- Provide desk-side training on desktop applications and research databases
- Set up and support conference and training room A/V systems and online meeting sessions (e.g., Adobe Connect)
Requirements
- One year or more Adobe Connect or related online meeting center set-up experience
- Backup/Restoration admin/support
- File Server support
- User Account/Mailbox administration
- Software/Hardware installation
- Handheld device installation/troubleshooting/support
- Remote User setup/support/troubleshooting
- End-user training
- Creation of procedural documentation
- Creation of spreadsheets/databases for tracking purposes
- Record and update required information for all IT-related tickets utilizing ITIL
- Creation of Incident work-log entries
- Maintain Account Management forms for new and departed users per Government policy and procedures
- Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
- Conduct and maintain accountable IT inventories using spreadsheets
- Set up and support conference and training rooms including audio/video/A/V distribution systems and control programming
- Utilize online meeting applications such as Adobe Connect to support hardware set-up and facilitate/record sessions
- ITIL Foundations certification (advantageous)
- Change Management experience (advantageous)
- Active DOD clearance of Level 6 Public Trust or above (advantageous)
Benefits
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
PG
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