EERE Help Desk Technician IV

Job Overview

Help Desk Technician IV ist in planning, design, implementation, and deployment of support applications for the Office of Energy Efficiency and Renewable Energy. Provide technical support to onsite and remote customers.

• Provide a high level of technical support and service to our onsite and remote customers.
• Demonstrate attention to detail, problem solving, and desire to provide a great customer experience.
• Deliver excellent customer service via phone, chat, email, tickets and deskside support.
• Troubleshoot and resolve issues with both Microsoft Windows and MacOS.
• Diagnose hardware, software, and user problems and recommend corrective actions or procedural changes.
• Support SharePoint and Power Platform based applications as well as .NET custom solutions.
• Document and track customer incidents and requests via ticketing management system.
• Follow resolution process and efficiently escalating tickets to appropriate teams when applicable.
• Isolate and resolve issues with individual workstations.
• Serve as subject matter expert to answer questions about hardware and software related issues.
• Use advanced skills to set up shared drives, map network drives, install and update software, etc.

• Associate’s degree in Arts or Science.
• 5 or more years of related experience.
• Ability to obtain and maintain a public trust (NACI T1).
• Demonstrated technical support, networking, application support, problem solving.
• Excellent verbal and written communication, collaborative and adaptable.
• Residency in Louisiana within 60 miles of Bossier City, LA.

• Job Family:
  Technical Support Services.
• Skills:
  
  Call Center, Computer Hardware, Desktop Computers, Problem Resolution.
• Certifications:
  
  None.
• Clearance Level Must Currently Possess:
  None.
• Clearance Level Must Be Able To Obtain:
  None.
• Public Trust/Other
  
  Required:
  
  NACI T1.
• US Citizenship
  
  Required:
  
  No.
• Scheduled Weekly
  
  Hours:
  
  40.
• Travel Required:
  
  None.
• Telecommuting Options:
  Hybrid.
• Work Location:
  
  USA, LA, Bossier City.

Likely hourly rate: $26.84 - $36.32.

• Medical, dental, vision insurance.
• 401(k) with company match.
• Paid time off and flexible work schedules.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans