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Technical Help Desk Technician 1

Annapolis Junction, MD · Information Technology
REQUIRED SKILLS/ABILITIES:
  • TO BE CONSIDERED FOR THIS POSITION YOU MUST HAVE AN ACTIVE TS/SCI W/ FULL SCOPE POLYGRAPH SECURITY CLEARANCE (U.S. CITIZENSHIP REQUIRED)

Responds to complicated user questions on a variety of software packages and local area network issues; Suggests and initiates improvements in computer help desk processes and operations; Works with information resources staff to share computer user issues and concerns to ensure proactive resolution of information resources issues; Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests; May assist in orienting, training, assigning and checking the work of lower level employees; Performs various administrative duties using a variety of software packages; Provides technical assistance, with the supervision of a team leader, to computer operations staff and user community as needed.

Six (6) years experience supporting help desk activities responding to complicated user questions on a variety of software packages and local area network issues, leading helped desk teams, and providing guidance to junior help desk technicians; Knowledge of a variety of supported computer software and local area network operations. High School Diploma or GED is required.
Qualifications
- Experience with ticketing
-Respond to moderately complex or non-routine user questions on a variety of software packages and local area network issues
-Perform various administrative duties using a variety of software packages
-Provide technical assistance under supervision
-Respond to complicated user questions on a variety of software packages and local area network issues
-Suggest and initiates improvements in computer help desk processes and operations
-Work with information resources staff to share computer user issue

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