Helpdesk Specialist

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Full-time Regular Professionals, Tech Washington, DC, US

Salary Range: $40,000.00 To $55,000.00 Annually

Responsibilities:

• Direct help desk support provided during the initial telephone or email contact.
• Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
• Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.
• Answer basic and complex questions about the Baseline applications (listed below) on ENRD Computers
• ActivID Activ Client
• Cisco Any Connect Secure Mobility Client:
  Critical software for offsite VPN connection. Scheduled to be replaced by Zscaler.
• EPA Enforcement Economic Models
• Google Chrome
• Google Earth Pro
• IBM Big Fix Client
• Lexis for Microsoft Office
• Lexis Nexis Case Map
• Lexis Nexis Note Map
• Lexis Nexis Sanction
• Lexis Nexis Text Map
• Lexis Nexis Time Map
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Microsoft Teams
• PSR Viewer
• Pure Edge Viewer
• Relativity Web Client
• Relativity Web Client Manager
• Rumba
• Stenograph Case View Net
• Thompson Reuters Drafting Assistant
• Thompson Reuters E-Transcript Bundle Viewer
• Zscaler
• Zoom
• Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers:
• Case Soft Apps - Case Map, Time Map, Note Map, Text Map
• File Surf
• IPRO
• Law Pack
• Lexis
• Live Note
• Microsoft Access
• Westlaw
• Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
• Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
• Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
• Maintain problem-tracking database to record user service requests.
• Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
• Manage print queues to ensure printers are working properly.