Help Desk Technician

Responsibilities

• Provide polite, professional, and responsive customer service.
• Provide daily face‑to‑face support to U.S. military and civilian personnel, NATO military personnel, NATO Partner Nations, international students, and host nation civilians.
• Provide first‑contact and incident resolution to customers with hardware, software, and application problems.
• Attempt to resolve as many incidents as possible during first contact or at Tier I.
• Escalate detailed incidents efficiently to Tier II or Tier III support as required.
• Provide remote end‑user software troubleshooting and support.
• Provide follow‑up actions with customers to ensure resolution of incidents or requests.
• Provide advice and training to end users.
• May provide desk‑side support to users.
• Remotely configure and upgrade computer software.
• Analyze customer needs to determine functional and cross‑functional requirements.
• Manage the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintain the integrity and security of systems.
• Support users with completing requests for deployment of new services, as required.
• Maintain system documentation.
• Develop and monitor policies and standards for allocation related to the use of computing resources.
• Adhere to the principles, methods, and techniques used in network administration and support.
• Apply comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Maintain current knowledge of relevant technologies as assigned.
• Maintain and enhance knowledge of related hardware and software.
• Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Participate in special projects as required.

• BA/BS degree - Additional years of experience may be substituted for the degree.
• 3 years of experience required.
• 2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues.
• Strong teamwork skills, including the ability to coordinate with many different work centers.
• Strong and professional customer relationship skills.
• Attention to detail and ability to adapt to a changing environment.
• Must meet DoD 8570 requirements and be eligible for IAT Level II access upon hire for positions with elevated privileges.
• Must possess and maintain active Security+ CE certification.
• Must complete computing environment training within 2 weeks of hire.
• Professional certification in one or more specific technologies may be required, depending on job assignment.
• Must possess and maintain a Secret clearance.
• This position requires shift work, which could include day, afternoon, or night shifts, as well as weekends and holidays.
• Work is typically performed at client site locations, requiring proper safety precautions.
• Work may require some physical effort in handling light materials, boxes, or equipment.