About the role

  • Fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users such as senior management, attorneys, support staff, contractors, and associated systems for EOUSA
  • 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 and desk-side training for new employees
  • Creation of procedural documentation and spreadsheets/databases for tracking
  • Record and update IT-related tickets utilizing ITIL and create Incident work-log entries
  • Maintain Account Management forms for new and departed users
  • Produce reports, trending analysis, service level reporting
  • Conduct and maintain IT inventories
  • Set up and support conference and training rooms including A/V and online meeting sessions

Requirements

  • One year or more Adobe Connect or related online meeting center set-up experience.
  • ITIL Foundations certification
  • Change Management experience
  • Active DOD clearance of Level 6 Public Trust or above
  • 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
  • Accurately answer user support questions of software and hardware in the EOUSA office environment
  • 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
  • Provide desk-side training for new employees and staff
  • Set up and support conference and training rooms for presentations
  • Utilize online meeting applications such as Adobe Connect

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

Senior Help Desk Technician

Job type

Experience level

Senior

Salary

$108,000 - $156,000 per year

Degree requirement

High School Diploma

Location requirements

Report this job

See something inaccurate? Let us know and we'll update the listing.

Report job