Interact with end user to identify a variety of issues related to desktops, laptops, printers, and server or network connectivity. Review open trouble tickets in the call tracking system to identify outstanding issues in need of resolution. Provide in-person, desk-side support for installation, configuration, troubleshooting for operating systems and software applications, both COTS and proprietary, as well as hardware. Install and maintain desktops; setup and configure laptops; install network wiring; troubleshoot printers; create accounts, accesses, and permissions. Communicate technical information in a non-technical manner. Monitor and resolve issues to completion using the call tracking system. Escalate any outstanding issues to senior-level technicians or engineers. Provide help desk support as necessary.
3+ years experience in a help desk or technical support role. Must be BICSI certified. Must be able to meet DoD 8570 IAT II requirements (CompTIA A+, Network+, Security+, or CCNA-Security). Experience with Microsoft Windows 7/8/10 and Office 2010/2013. In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system such as Remedy, ServiceNow, or similar tool. Experience with TCP/IP, WINS, and DNS. Solid customer service skills, including good communication and the ability to demonstrate professionalism. Must be a US citizen and hold a current Secret clearance.