Job Description
Installs, changes, and repairs moderately complex problems of personal computer hardware and software systems and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
- Serves as the first point of contact for troubleshooting hardware/software PC and printer problems.
- Collaborates with team members to resolve information technology issues and implement process improvements.
- Assists in the development of training materials and procedures, or trains users in the proper use of hardware or software.
Minimum Qualifications
- US Citizen with an Associate's degree.
- 5 years of experience
- Candidates must have a current Top Secret clearance
Other Job Specific Skills
- Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients.
- Knowledge of assigned hardware and/or software products required.
- Requires working knowledge of personal computers and peripherals.
- Stays up to date technically and applies new knowledge to job.
- Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes.
- Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Actively looks for ways to help people in the most efficient manner.
- Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Understands the implications of new information for both current and future problem-solving and decision-making.