Help Desk Technician Lead
4 days ago
About This Role
This Help Desk Technician II position offers an exciting opportunity to work with a talented team of professionals who deliver essential technology services to the US Government and industry. As a key member of our IT support team, you will provide first-level technical assistance to end-users for desktop computers, printers, scanners, and other equipment.
Main Responsibilities
- Provide first-level problem identification, diagnosis, and resolution of problems.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend system modifications to reduce user problems.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Maintain and return customers to normal IT operations with minimal impact on business activity.
- Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives (SLOs) in accordance with contractual standards.
Qualifications
- Minimum 3 years of IT experience.
- Understanding of basic security principles and ability to apply them to the computing environment.
- Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
- Ability to install, configure, and learn unique applications and programs.
- Experience installing and supporting workstation hardware and software.
- Knowledge of industry-standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
- Excellent written and verbal communication skills and excellent customer service skills.
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