Technical Support - Helpdesk Support Specialist I

Job Description

SUMMARY
 
A full range of information technology (IT) support services is necessary to satisfy enterprise missions, goals, and objectives in the areas of IT Services, Enterprise Design/Integration/Consolidation, IT Education/Training, IT Program/Project Management, Systems Operations and Maintenance, Network Support, and embedded Information Systems Security, Cyber Security, and Information Assurance to the Program Executive Office Aviation (PEO AVN) Information Technology Support Services.
 
Provides first-level support in response to users' requests for assistance by phone and in person, handling routine questions about installation, operation, usage of computer system software and business applications. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Maintains call log and ensures technical support issues are escalated to appropriate level for resolution.
 
JOB DUTIES AND RESPONSIBILITIES
Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Simulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.
Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems. Diagnose and resolve computer hardware and software issues. Move, place, install, modify, and clean computer hardware and software.
Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software. Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs.
Make recommendations on obtaining and installing new and alternate software packages. Respond to telephone calls and e-mail messages from customers with computer/software problems.
Diagnose the nature of the problem and walk the customer through the problem-solving steps. Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems.
Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.
Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.

Education and Background

Typically has completed high school, and has less than 2 years of experience, or equivalent relevant work experience; e.g., each year of work experience may be substituted for each year of education required.

Years of Experience

Less than 2 years

Required Skills

• Proficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems. 
• Excellent Customer Service and communications skills. Provide clear and concise communications with customers and keep customers updated on progress.
• Proficient in Microsoft Active Directory (Account creation, modification, and account management). 
• Proficient in Print server administration and managing/supporting multifunction devices. Knowledge of Change Management.
• Determine complexity of issues and understanding of issue escalation to other workgroups. Proficient in Software installation, configuration, and troubleshooting.
• Ability to mentor and assist junior technicians.
• Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation.
• Proficient in Remote Desktop support and remote control of customer computers.
• Ability to understand, implement, and advise customers on organization security policies and procedures. 
• Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration.
• Experience with remote access to customers’ personal computers for diagnostic issues.
 
 

Working Conditions

Environmental Conditions 
• General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. 
• Onsite at Customer Site 5 days a week

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.