Help Desk Support

The Help Desk Support position reports to and receives work direction from the JEDD Program Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical troubleshooting for Windows-based PCs, Macs, mobile devices, and related technologies.

• Diagnose and resolve technology issues immediately or escalate to appropriate support staff.

• Perform account management tasks: unlock accounts, reset passwords, re-enable computer accounts, and verify user identity.

• Deploy software updates and manage user access to administrative services and file storage.

• Assist in developing technical support documentation and procedural guides.

• Maintain and update the Help Desk web presence.

• Document and log technical problems in service management systems.

EDUCATION

• Associates degree from an accredited college or university in Computer Science, Information Systems Management, or Computer Science Application Management or related field is preferred.

• High School degree and 3 years' experience in the Experience section is also acceptable.

EXPERIENCE

• Demonstrated success in two (2) or more of the following areas:

• Experience and ability to perform information systems customer support on networks, and other work in the client/server field, or related fields.

• Expert knowledge of PC operating systems, e.g., MS-Windows, as well as networking and mail standards and demonstrated ability to work on a help desk software application.

• Demonstrated ability to communicate orally and in writing and a positive customer service attitude.

CORE SKILLS/COMPETENCIES

Required Knowledge, Skills and Abilities

• Strong communication and presentation skills – read, write, and communicate effectively in English. Able to design, prepare, and present clear training programs.

• Strong analytical and problem-solving skills

• Excellent computer skills required. Should be proficient in the entire suite of MS Office and have the ability to quickly learn additional systems. Familiarity with SharePoint and C2PC is desired.

WORKING CONDITIONS

• Required to sit for extended periods of time and maintain focus

• Daily travel in local area during workday (including use of personal vehicle)

• Be able to work an unstable schedule, to include holidays and weekends.

SPECIAL POSITION NOTATIONS

• Qualification as an authorized company driver is required. All authorized company drivers must have a valid driver's license, current automobile insurance, and a driving record that is acceptable to the company's auto insurance provider.

• Daily travel in local area during workday (including use of personal vehicle).

SECURITY CLEARANCE

• A Secret security clearance is required for this position.

• The ability to obtain a Top-Secret security clearance is required for this position.