Job Title: 

IT Help Desk Specialist

Description:

Daily tasks, duties, and responsibilities:
Support includes but not limited to:
- Providing Customer Service support to 200 users.
- Managing Remedy trouble tickets, investigating and resolving issues, escalating issues if needed, updating and closing tickets promptly with minimum downtime.
- Supporting workstations and laptops and their operating systems and applications: Windows XP, MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook, Enterprise Remote Access Program (ERAP), Photoshop, and custom organization applications.
- Setting up workstations and laptops using Ghost images.
- Installing, configuring and supporting special software development applications.
- Providing end-user Blackberry support.
- Providing informal training on applications, including Microsoft Office, virtual private network and custom organization applications.
- Relocating computer equipment, peripherals, and personal email and data to new servers.
- Preparing User Manuals and software installation instructions for use by the end users and Technical Support personnel.
- Performing monthly Window Policy Check scanning on workstations and laptops and reviewing the report for security compliance.
- Updating security patches and Norton Anti Virus definitions for network security.
- Generating monthly reports.

Successful candidate should:
- Under general supervision, provide senior support to end-users for either PC, server or mainframe applications and hardware.
- Handle issues that the first-tier help desk support is unable to resolve.
- May interact with the Network Operations engineers and/or application developers to restore service
- and/or identify and correct core problems.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise.

Qualifications:

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
- Generally requires a Bachelors degree and 5 or more years of related experience.
- Typical substitution for education requirement: 2 years related experience substitutes for Associates degree and 4 years related experience substitutes for Bachelors degree.

Location:

Washington, DC

Job Reference Code:

102600